Telephone Call Centers: Tutorial, Review, and Research Prospects

Telephone Call Centers: Tutorial, Review, and Research Prospects

Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value – and at the same time fundamentally limited – in t...

Telephone Call Centers: a Tutorial and Literature Review

Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value – and at the same time fundamentally limited – in t...

Predictive Dialing for Outbound Telephone Call Centers

CALL CENTERS (CENTRES) Research Bibliography with Abstracts

The collection of vehicular tolls at Port Authority tunnels and bridges is one of the most important operations conducted by the police personnel. More than 250 traffic officers are utilized, and the payroll costs exceed a million dollars annually. In staffing its toll plazas, the Port Authority attempts to handle traffic with a minimum number of toll collectors consistent with uniformly good s...

Medical nanobiosensors: A tutorial review

A sensitive monitoring of biological analytes, such as biomolecules (protein, lipid, DNA and RNA), and biological cells (blood cell, virus and bacteria), is essential to assess and avoid risks for human health. Nanobiosensors, analytical devices that combine a biologically sensitive element with a nanostructured transducer, are being widely used for molecular detection of biomarkers associated ...