Tomorrow's Call Center Will Be Neither: Not Call Focused, Nor Centralized
نویسندگان
چکیده
منابع مشابه
Call - Routing Schemes for Call - Center
Companies may choose to outsource parts, but not all, of their call-center operations. In the course of studying contact centers in the telecommunications and financial services industries, we have observed the following (apparently) common scheme. A company classifies its customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourc...
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Preface This book is written for everybody who is dedicated to improving call center performance. It offers a rational, scientific method to the understanding and optimization of call centers. It explains all generic aspects of call and contact centers, from the basic Erlang formula to advanced topics such as skill-based routing and multi-channel environments. It does this without going into te...
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ژورنال
عنوان ژورنال: Computer
سال: 2021
ISSN: 0018-9162,1558-0814
DOI: 10.1109/mc.2020.3042226