Jamie Woodcock, Working the Phones: Control and Resistance in Call Centers

Optimal balanced control for call centers

Emotional labor and dysmenorrhea in women working in sales and call centers

OBJECTIVES This study was conducted to investigate the association between emotional labor and dysmenorrhea among women working in sales and call centers in Seoul, South Korea. METHODS Working women in sales jobs and call centers in Seoul were interviewed face-to-face by well-trained interviewers. In total, 975 participants were analyzed in the final model. Emotional labor was measured using ...

Working conditions in call-centers, the impact on employee health: a transversal study. Part II.

PURPOSE The present study sought to assess the impact of telephone call center employees' working conditions on health by identifying at-risk employment situations. METHODS A transversal study was performed in companies followed by 47 occupational physicians taking part (working conditions have been previously described). A self-administered medical questionnaire was used to collect data on a...

Business Intelligence In Call Centers

This document takes a look into the world of business intelligence and the implications this field of study has on the modern call center. This document includes a discussion of the factors driving the need for business intelligence, a discussion on the benefits and challenges of business intelligence implementations while concentrating on business intelligence capabilities and the associated e...

Dimensioning Large Call Centers

We develop a framework for asymptotic optimization of a queueing system. The motivation is the staffing problem of large call centers, which we have modeled as M/M/N queues with N , the number of agents, being large. Within our framework, we determine the asymptotically optimal staffing level N ∗ that trades off agents’ costs with service quality: the higher the latter, the more expensive is th...