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2004 ISBN: 1841699691 Book Description: Organizations are looking for ways to be accessible to their customers, to be able to promptly answer questions, or to provide reliable and up-to-date information. This has resulted in the creation of specialized departments for customer contacts: the call centre. Most articles in this text are concerned with the working conditions at call centres. 219
XII Call Center Journals and Magazines 1. Call Center Management Review Trade Monthly http://www.incoming.com/slccmr.html 2. Call Center Magazine Publisher: C M P Media Inc. Trade Journal, US http://www.callcentermagazine.com 3. CC News Publisher: United Publications, Inc. Trade Newspaper, US http://www.CCNew.com 4. Customer Inter@ction Solutions Publisher: Technology Marketing Corporation Trade Monthly, US http: //www.tmcnet.com/cis 5. Australian Call Centre and Customer Service Remuneration Review Publisher: Cullen Egan Dell Trade Annual, Australia 6. Call Centre Europe Publisher: Stanworth Communications Trade Monthly, UK 7. Call Centre Focus Publisher: CALLcraft Trade Monthly, UK http://www.callcentre.co.uk 8. Call Center Magazine Publisher: I I A Publishing Pty. Ltd. Trade Weekly, Australia 9. Customer Interface Magazine Trade Monthly, UK 220
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CALL CENTERS (CENTRES) Research Bib
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Contents Introduction 1 I Operation
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I Operations Research, Operations M
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path, minimum cost flow, and enumer
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tions to Hayward’s approximation,
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throughout a shift. Keywords: Telep
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esults of this model to other appro
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to customer service levels. Managem
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mations exploit an infinite-server
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for evaluating the consistency of t
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the new model extends the work of t
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congestion events in a large multi-
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improvement over the previous manua
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differential equation with state-de
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Keywords: Simulation, Queueing theo
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that show the optimal hiring policy
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76. Whitt, Ward. Using different re
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Abstract. Motivated by the developm
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Keywords: M(n)/M(n)/s + GI system,
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Keywords: Multiserver exponential q
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Management, Voice traffic, E-mail,
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104. Feng, W. and R.T. Hurley. Birt
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of Operations Research, 108, 2002,
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Keywords: Exponential (Markovian) q
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Abstract. A call center is a facili
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shown that disregarding the retrial
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using simulation. The simulation us
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eciprocal of an average service tim
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Abstract. A fundamental workforce m
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the sense that an increase in any o
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at . Abstract. This paper models th
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2005, 221-235. Available at: . Supp
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systems is not straightforward, bec
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show that the fluid model provides
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isfaction. The contact-center “pe
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Behavior and Complaint Rate models)
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over a finite interval, based on th
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tions, ISDN dial-up connections, In
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Keywords: Call centres, Classificat
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III Consumer and Agent Psychology 1
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incomplete initial attempts. Result
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should wait when these two conflict
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20. Feinberg, Richard A., Ik-Suk Ki
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Abstract. This naturalistic study o
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emotional demands, dissonance in pa
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34. Castilla, Emilio J. Social netw
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high prevalence of symptoms was fou
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attitudes toward telephone work. 9.
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terfaces, resulting in a transparen
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physical introduction to the presen
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25. Spini, M. Guidelines for a huma
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front-line service delivery staff (
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on the roles, skills, and competenc
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44. Callaghan, George and Paul Thom
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lation of their work task. They wer
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55. van den Broek, Diane. Monitorin
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Keywords: Call centres, Stress, Job
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66. Zapf, Dieter, Amela Isic, Myria
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These figures demonstrate that Inte
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complex and sophisticated social ac
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interviews, 1,580 completed questio
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with inquiries to being a preferred
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4. Basso, Richard J., John C. Lund,
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advantage and enhanced profits. (Ap
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Principled design, Compositional de
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literature on organizational change
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24. Irish, C. Web-enabled call cent
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academia and industry to build and
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Factors in Computing Systems, L. Te
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2003, 396-406. Abstract. We conside
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VII Human Interface, Industrial Eng
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parent to the users of these device
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to stress and time management conne
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Abstract. Sixty-two workers engaged
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the collective elaboration of indiv
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that worker performance increased f
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and knowledge flow in such an organ
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Abstract. The management of coordin
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support. Providing that support is
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its people. Support of the call cen
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overworked. This paper describes pr
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lion in annual revenue. To support
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(Appears also in Section II.) 36. B
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40. Feinberg, Richard A., Ik-Suk Ki
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Internet telephony scenario. The ba
Page 171 and 172: ongoing improvement. Keywords: Call
Page 173 and 174: employment levels. Most of the call
Page 175 and 176: Abstract. The paper locates the ris
Page 177 and 178: confirm this belief, suggesting tha
Page 179 and 180: Forschungsgesellschaft mbH, Berlin,
Page 181 and 182: proven to be the most difficult to
Page 183 and 184: Abstract. This paper attempts to re
Page 185 and 186: Abstract. Reported studies on call
Page 187 and 188: 95. Collin-Jacques, Caroline and Ch
Page 189 and 190: with executives in authorities expe
Page 191 and 192: IX Simulation, Petri Nets, Genetic
Page 193 and 194: The model is shown to be a compact
Page 195 and 196: 10. Mason, A.J., D.M. Ryan and D.M.
Page 197 and 198: determining staffing levels and tru
Page 199 and 200: computer-based simulator by running
Page 201 and 202: X Cases 1. Sasser, W. Earl, Jr., Ra
Page 203 and 204: Abstract. Within three years of its
Page 205 and 206: customer database to drive KFIS’s
Page 207 and 208: customer focus: The company systema
Page 209 and 210: ISBN: 1557533423 (paperback: 250 pa
Page 211 and 212: Keywords: Labor unions, Studies, Hu
Page 213 and 214: ISBN: 0786311061 Subjects: Banks an
Page 215 and 216: ISBN: 0966466004 Subjects: Business
Page 217 and 218: 36. Mockus, Jonas. A Set of Example
Page 219 and 220: ISBN: 0071388885 Book Description:
Page 221: ISBN: 0974417904 Book Description:
Page 225 and 226: XIII Web Sites 1. Service-Engineeri
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