CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

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Acknowledgement: Major contributions by Jody Bar-On and Lillian Bluestein are gratefully acknowledged. Jody is the reference librarian who first researched the call center literature and assembled this document; Lillian then took over the typing and editorial work. Their professionalism and drivefor-perfection, always cheerful and ready to go the extra step, have been for me a guiding source of support and inspiration. Funding: This work has been supported by the ISF (Israeli Science Foundation) grants 388/99, 126/02, 1046/04, by the BSF (Binational Science Foundation) grant 2001685/2005175, by the Technion funds for the promotion of research and sponsored research, and by Wharton’s Financial Institutions Center. 2
Contents Introduction 1 I Operations Research, Operations Management 2 II Statistics, Forecasting 67 III Consumer and Agent Psychology 76 IV Human Resource Management 89 V Marketing 119 VI Information and Telecommunication Technology, Artificial Intelligence, Multiagent Systems 121 VII Human Interface, Industrial Engineering 138 VIII Management Models 149 IX Simulation, Petri Nets, Genetic Algorithms 188 X Cases 198 XI Books and Reports 209 XII Call Center Journals and Magazines 220 XIII Web Sites 222
Page 1: CALL CENTERS (CENTRES) Research Bib
Page 5 and 6: I Operations Research, Operations M
Page 7 and 8: path, minimum cost flow, and enumer
Page 9 and 10: tions to Hayward’s approximation,
Page 11 and 12: throughout a shift. Keywords: Telep
Page 13 and 14: esults of this model to other appro
Page 15 and 16: to customer service levels. Managem
Page 17 and 18: mations exploit an infinite-server
Page 19 and 20: for evaluating the consistency of t
Page 21 and 22: the new model extends the work of t
Page 23 and 24: congestion events in a large multi-
Page 25 and 26: improvement over the previous manua
Page 27 and 28: differential equation with state-de
Page 29 and 30: Keywords: Simulation, Queueing theo
Page 31 and 32: that show the optimal hiring policy
Page 33 and 34: 76. Whitt, Ward. Using different re
Page 35 and 36: Abstract. Motivated by the developm
Page 37 and 38: Keywords: M(n)/M(n)/s + GI system,
Page 39 and 40: Keywords: Multiserver exponential q
Page 41 and 42: Management, Voice traffic, E-mail,
Page 43 and 44: 104. Feng, W. and R.T. Hurley. Birt
Page 45 and 46: of Operations Research, 108, 2002,
Page 47 and 48: Keywords: Exponential (Markovian) q
Page 49 and 50: Abstract. A call center is a facili
Page 51 and 52: shown that disregarding the retrial
Page 53 and 54:
using simulation. The simulation us
Page 55 and 56:
eciprocal of an average service tim
Page 57 and 58:
Abstract. A fundamental workforce m
Page 59 and 60:
the sense that an increase in any o
Page 61 and 62:
at . Abstract. This paper models th
Page 63 and 64:
2005, 221-235. Available at: . Supp
Page 65 and 66:
systems is not straightforward, bec
Page 67 and 68:
show that the fluid model provides
Page 69 and 70:
isfaction. The contact-center “pe
Page 71 and 72:
Behavior and Complaint Rate models)
Page 73 and 74:
over a finite interval, based on th
Page 75 and 76:
tions, ISDN dial-up connections, In
Page 77 and 78:
Keywords: Call centres, Classificat
Page 79 and 80:
III Consumer and Agent Psychology 1
Page 81 and 82:
incomplete initial attempts. Result
Page 83 and 84:
should wait when these two conflict
Page 85 and 86:
20. Feinberg, Richard A., Ik-Suk Ki
Page 87 and 88:
Abstract. This naturalistic study o
Page 89 and 90:
emotional demands, dissonance in pa
Page 91 and 92:
34. Castilla, Emilio J. Social netw
Page 93 and 94:
high prevalence of symptoms was fou
Page 95 and 96:
attitudes toward telephone work. 9.
Page 97 and 98:
terfaces, resulting in a transparen
Page 99 and 100:
physical introduction to the presen
Page 101 and 102:
25. Spini, M. Guidelines for a huma
Page 103 and 104:
front-line service delivery staff (
Page 105 and 106:
on the roles, skills, and competenc
Page 107 and 108:
44. Callaghan, George and Paul Thom
Page 109 and 110:
lation of their work task. They wer
Page 111 and 112:
55. van den Broek, Diane. Monitorin
Page 113 and 114:
Keywords: Call centres, Stress, Job
Page 115 and 116:
66. Zapf, Dieter, Amela Isic, Myria
Page 117 and 118:
These figures demonstrate that Inte
Page 119 and 120:
complex and sophisticated social ac
Page 121 and 122:
interviews, 1,580 completed questio
Page 123 and 124:
with inquiries to being a preferred
Page 125 and 126:
4. Basso, Richard J., John C. Lund,
Page 127 and 128:
advantage and enhanced profits. (Ap
Page 129 and 130:
Principled design, Compositional de
Page 131 and 132:
literature on organizational change
Page 133 and 134:
24. Irish, C. Web-enabled call cent
Page 135 and 136:
academia and industry to build and
Page 137 and 138:
Factors in Computing Systems, L. Te
Page 139 and 140:
2003, 396-406. Abstract. We conside
Page 141 and 142:
VII Human Interface, Industrial Eng
Page 143 and 144:
parent to the users of these device
Page 145 and 146:
to stress and time management conne
Page 147 and 148:
Abstract. Sixty-two workers engaged
Page 149 and 150:
the collective elaboration of indiv
Page 151 and 152:
that worker performance increased f
Page 153 and 154:
and knowledge flow in such an organ
Page 155 and 156:
Abstract. The management of coordin
Page 157 and 158:
support. Providing that support is
Page 159 and 160:
its people. Support of the call cen
Page 161 and 162:
overworked. This paper describes pr
Page 163 and 164:
lion in annual revenue. To support
Page 165 and 166:
(Appears also in Section II.) 36. B
Page 167 and 168:
40. Feinberg, Richard A., Ik-Suk Ki
Page 169 and 170:
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,
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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 and 222:
ISBN: 0974417904 Book Description:
Page 223 and 224:
XII Call Center Journals and Magazi
Page 225 and 226:
XIII Web Sites 1. Service-Engineeri
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