The mediating effects of first call resolution on call centers’ performance
نویسندگان
چکیده
منابع مشابه
the effects of planning on accuracy and complexity of iranian efl students’ written narrative task performance
this study compared the different effects of form-focused guided planning vs. meaning-focused guided planning on iranian pre-intermediate students’ task performance. the study lasted for three weeks and concentrated on eight english structures. forty five pre-intermediate iranian students were randomly assigned to three groups of guided planning focus-on-form group (gpfg), guided planning focus...
15 صفحه اولthe effects of time planning and task complexity on accuracy of narrative task performance
هدف اصلی این تحقیق بررسی تاثیر برنامه ریزی زمانی، هم چنین افزایش میزان پیچیدگی تکالیف در نظر گرفته شده بصورت همزمان، بر دقت و صحت و پیچیدگی عملکرد نوشتاری زبان آموزان می باشد. بدین منظور، 50 نفر از دانش آموزان دختر در رده ی سنی 16 الی 18 سال به عنوان شرکت کنندگان در این زمینه ی تحقیق در نظر گرفته شدند و به دو گروه آزمایشی و کنترل بصورت اتفاقی تقسیم شدند. اعضای گروه آزمایشی هر دو تکلیف ساده و پی...
Performance Indicators for Call Centers with Impatience
An important feature of call center modeling is the presence of impatient customers. In this paper, we consider single-skill call centers including customer abandonments. We study a number of different service level definitions, including all those used in practice, and show how to explicitly compute their performance measures. Based on data from different call centers, new models are defined t...
متن کاملDimensioning 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...
متن کاملThreshold Routing to Trade Off Waiting and Call Resolution in Call Centers
In a call center, agents may handle calls at different speeds, and also may be more or less successful at resolving customers’ inquiries, even when only considering customers calling with similar requests. One common measure of successful call resolution is whether or not the call results in the customer calling back. This presents a natural trade-off between speed and quality, where speed is d...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Journal of Database Marketing & Customer Strategy Management
سال: 2011
ISSN: 1741-2447
DOI: 10.1057/dbm.2011.4