Technology, Selection, and Training in Call Centers

Information Technology and Training in Emergency Call Centers

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...

patterns and variations in native and non-native interlanguage pragmatic rating: effects of rater training, intercultural proficiency, and self-assessment

although there are studies on pragmatic assessment, to date, literature has been almost silent about native and non-native english raters’ criteria for the assessment of efl learners’ pragmatic performance. focusing on this topic, this study pursued four purposes. the first one was to find criteria for rating the speech acts of apology and refusal in l2 by native and non-native english teachers...

L. Essafi, G.bolch: Time Dependent Priorities in Call Centers Time Dependent Priorities in Call Centers

This paper shows how time dependent priorities can be applied to providing service assurance in a call center. The main contribution of this paper is the transfer of several results derived in the field on Proportional Differentiated Services (Internet Quality of Service) to application in the research field of Call Center technology. Further, it addresses some specific aspects of application t...