The Modern Call Center: A Multi‐Disciplinary Perspective on Operations
In this paper, we provide a survey of the recent literature on call center operations management. Along with traditional research areas, we pay special attention to new management challenges that have been caused by emerging technologies, to behavioral issues associated with both call center agents and customers, and to the interface between call center operations and sales and marketing.
Exploring the influence of the human factor on customer satisfaction in
Abstract. The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study explores the different variables identified ...
Call Centres: A Decade of Research
In a review of a decade of call center research, Russell (2008) notes that HR researchers debate the lack of managerial attention and causes of attrition in call centers, such as achievement based ...
PDF The Global Call Center Report: International Perspectives on Management
The typical call center employ s 49 workers. However, the majority of call center agents (75%) work in call center s that have 230 total employees or more . Call center s are flat organizations, w ith managers comprising only 12% of employees. Seventyone percent of the call center workforce is
Exploring the Influence of the Human Factor on Customer Satisfaction in
In this paper, we set out to investigate the role of the call centre employee in generating customer satisfaction, as research to date has not yet focused on this issue in the call centre context. This is an important issue because of the essential role of the call centre in driving and maintaining customer satisfaction.
Past, present and future of contact centers: a literature review
Rijo et al. (2012) "' Call centers ' became ' contact centers ' with the use of interaction channels such as e-mail, fax, short message service, chat or web " (Rijo et al. , 2012)
Beyond the beaten paths of forecasting call center arrivals ...
Modern call centers require precise forecasts of call and e-mail arrivals to optimize staffing decisions and to ensure high customer satisfaction through short waiting times and the availability of qualified agents. In the dynamic environment of multi-channel customer contact, organizational decision-makers often rely on robust but simplistic forecasting methods. Although forecasting ...
Telephone Call Centers: Tutorial, Review, and Research Prospects
We review the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research.
Modeling and forecasting call center arrivals: A literature survey and
1. Introduction. The call center services industry is large and important, with more than 2.7 million agents working in the United States and 2.1 million agents working in Europe, the Middle East, and Africa (Akşin, Armony, & Mehrotra, 2007).Managing a call center efficiently is a challenging task, because managers have to make staffing and scheduling decisions in order to balance staffing ...
Modeling and forecasting call center arrivals: A literature survey and
The accurate modeling and forecasting of future call arrival volumes is a complicated issue which is critical for making important operational decisions, such as staffing and scheduling, in the call center. In this paper, we review the existing literature on modeling and forecasting call arrivals. We also discuss the key issues for the building ...
Frontiers
Introduction. Call center organizations have rapidly increased in the last few decades, attracting considerable attention from different fields including Work and Organizational Psychology (Lewig and Dollard, 2003; De Cuyper et al., 2014).The working conditions that can affect call center agents performance and well-being have received particular attention, owing to their influence on ...
Call Centers Research Papers
The world of call centers is an important reality nowadays and helping the decision making of the operations management is fundamental for this industry. A call center generally represents the first contact of a customer with a specific company. As a result, the quality of the service offered is of fundamental importance.
The Modern Call Center: A Multi‐Disciplinary Perspective on Operations
In this paper, we provide a survey of the recent literature on call center operations management. Along with traditional research areas, we pay special attention to new management challenges that have been caused by emerging technologies, to behavioral issues associated with both call center agents and customers, and to the interface between ...
Data Mining Approach for Analyzing Call Center Performance
five call centers of a large nationwide insurance company. The remaining parts of this paper are organized as follows. In section 2, we summarize the related research that was uncovered, followed by the short description of different data mining techniques used in our research (Section 3). Section 4 introduces the features of the data used in
Call Center Research White Papers
Call Center Research White Papers. Based on over 25 years of call center research with 500+ leading North American call centers, SQM Group has developed free, downloadable whitepapers that help call centers to improve FCR, customer satisfaction, and employee experience. White Papers
Full article: The impact of AI-based conversational agent on the firms
To fill this research gap, this paper explores the impact of the introduction of AI-based conversational agent on the operation performance of call center. We measure the operational performance of call centers using two key indicators (average call length and daily incoming calls) that affect the allocation of human resources.
People-Focused Contact Centers
Keeping pace with ever-growing consumer demand for an effective and effortless service experience, spending on global contact centers reached $310 billion in 2016. In the US alone, the number of people employed in the industry grew by 21.8 percent over the past five years to over 2.3 million. 2.
PDF arXiv:1905.08233v2 [cs.CV] 25 Sep 2019
1Samsung AI Center, Moscow 2Skolkovo Institute of Science and Technology Source Target !Landmarks !Result Source Target !Landmarks !Result Figure 1: The results of talking head image synthesis using face landmark tracks extracted from a different video sequence
Comparison of Requirement Prioritization Techniques to Find Best
The author has compared the five prioritization. techniques on the basis o f T ime, Scalability, comparison, ease and consistency/accuracy. For the comparison of the five prioritization techniques ...
(PDF) MoSCoW Rules: A quantitative exposé (Accepted for ...
MoSCoW rules [1], also known as feature buffers [2], is a popular m ethod to give. predictability to projects with increm ental deliveries. The method does this by es tab-. lishing four categories ...
Call for papers
Culture of Dialogue: Digital Communications" (DCCD'2022). We welcome scholars, lecturers, researchers working in different institutions and those who seek to find means and ways to ensure a ...
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San Francisco, California 94132-1722, USA. [email protected] • [email protected] • [email protected]. C all centers are an increasingly important part of today's business world, employing ...
In this paper, we provide a survey of the recent literature on call center operations management. Along with traditional research areas, we pay special attention to new management challenges that have been caused by emerging technologies, to behavioral issues associated with both call center agents and customers, and to the interface between call center operations and sales and marketing.
Abstract. The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study explores the different variables identified ...
In a review of a decade of call center research, Russell (2008) notes that HR researchers debate the lack of managerial attention and causes of attrition in call centers, such as achievement based ...
The typical call center employ s 49 workers. However, the majority of call center agents (75%) work in call center s that have 230 total employees or more . Call center s are flat organizations, w ith managers comprising only 12% of employees. Seventyone percent of the call center workforce is
In this paper, we set out to investigate the role of the call centre employee in generating customer satisfaction, as research to date has not yet focused on this issue in the call centre context. This is an important issue because of the essential role of the call centre in driving and maintaining customer satisfaction.
Rijo et al. (2012) "' Call centers ' became ' contact centers ' with the use of interaction channels such as e-mail, fax, short message service, chat or web " (Rijo et al. , 2012)
Modern call centers require precise forecasts of call and e-mail arrivals to optimize staffing decisions and to ensure high customer satisfaction through short waiting times and the availability of qualified agents. In the dynamic environment of multi-channel customer contact, organizational decision-makers often rely on robust but simplistic forecasting methods. Although forecasting ...
We review the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research.
1. Introduction. The call center services industry is large and important, with more than 2.7 million agents working in the United States and 2.1 million agents working in Europe, the Middle East, and Africa (Akşin, Armony, & Mehrotra, 2007).Managing a call center efficiently is a challenging task, because managers have to make staffing and scheduling decisions in order to balance staffing ...
The accurate modeling and forecasting of future call arrival volumes is a complicated issue which is critical for making important operational decisions, such as staffing and scheduling, in the call center. In this paper, we review the existing literature on modeling and forecasting call arrivals. We also discuss the key issues for the building ...
Introduction. Call center organizations have rapidly increased in the last few decades, attracting considerable attention from different fields including Work and Organizational Psychology (Lewig and Dollard, 2003; De Cuyper et al., 2014).The working conditions that can affect call center agents performance and well-being have received particular attention, owing to their influence on ...
The world of call centers is an important reality nowadays and helping the decision making of the operations management is fundamental for this industry. A call center generally represents the first contact of a customer with a specific company. As a result, the quality of the service offered is of fundamental importance.
In this paper, we provide a survey of the recent literature on call center operations management. Along with traditional research areas, we pay special attention to new management challenges that have been caused by emerging technologies, to behavioral issues associated with both call center agents and customers, and to the interface between ...
five call centers of a large nationwide insurance company. The remaining parts of this paper are organized as follows. In section 2, we summarize the related research that was uncovered, followed by the short description of different data mining techniques used in our research (Section 3). Section 4 introduces the features of the data used in
Call Center Research White Papers. Based on over 25 years of call center research with 500+ leading North American call centers, SQM Group has developed free, downloadable whitepapers that help call centers to improve FCR, customer satisfaction, and employee experience. White Papers
To fill this research gap, this paper explores the impact of the introduction of AI-based conversational agent on the operation performance of call center. We measure the operational performance of call centers using two key indicators (average call length and daily incoming calls) that affect the allocation of human resources.
Keeping pace with ever-growing consumer demand for an effective and effortless service experience, spending on global contact centers reached $310 billion in 2016. In the US alone, the number of people employed in the industry grew by 21.8 percent over the past five years to over 2.3 million. 2.
1Samsung AI Center, Moscow 2Skolkovo Institute of Science and Technology Source Target !Landmarks !Result Source Target !Landmarks !Result Figure 1: The results of talking head image synthesis using face landmark tracks extracted from a different video sequence
The author has compared the five prioritization. techniques on the basis o f T ime, Scalability, comparison, ease and consistency/accuracy. For the comparison of the five prioritization techniques ...
MoSCoW rules [1], also known as feature buffers [2], is a popular m ethod to give. predictability to projects with increm ental deliveries. The method does this by es tab-. lishing four categories ...
Culture of Dialogue: Digital Communications" (DCCD'2022). We welcome scholars, lecturers, researchers working in different institutions and those who seek to find means and ways to ensure a ...