826 search results - page 6 / 166 » The Modernization of a Call Center |
BPM
2006
Springer
13 years 11 months ago
2006
Springer
An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aim...
MANSCI
2008
13 years 7 months ago
2008
A call center with both contract and non-contract customers was giving priority to the contract customers only in off-peak hours, precisely when having priority was least importan...
ANLP
2000
13 years 9 months ago
2000
Customer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is o...
WSC
2008
13 years 10 months ago
2008
In this paper we develop a two stage algorithm for scheduling call centers with strict SLAs and arrival rate uncertainty. The first cut schedule can be developed in less than a mi...
WSC
2007
13 years 10 months ago
2007
Inbound call center operations are challenging to manage; there is considerable uncertainty in estimates of arrival rates, and the operation is often subject to strict service lev...