Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 28 for “"Call centers."”.
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Performance modelling of call centers
… of this paper is to examine the performance of call centers that face many challenges and difficulties, most prominently unpredictable and/or time-varying primitives, as well as complex operational control and routing control behavior. The objectives are to identify facts put current …
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Scheduling inbound calls in call centers
<p>Scheduling inbound calls, namely assigning calls to Customer Service Representatives (CSRs) and sequencing the calls waiting for each CSR, is a key task in call center operations. In most call center this is achieved using simple priority rules, but in this dissertation we show that performance …
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Queueing Models for Large Scale Call Centers
… abandonment is also a common feature of many call centers. Some researchers have even gone so far as to suggest that the level of customer abandonment is the single most important metric with regards to a call center's performance. In the second half of this thesis, we improve upon a result of …
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Modeling And Optimization Of Non-Profit Hospital Call Centers With Service Blending
… the operations problems in non-profit hospital call centers with inbound and outbound calls service blending. </p> <p>First, the routing policy for inbound and outbound calls is considered. The objective is to improve the system utilization under constraints of service quality and operators' …
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Avaliação de desempenho e planejamento de capacidade em call centers de serviços de emergência
Os call centers de serviços de emergência fornecem serviçoes de extrema importância para a sociedade, pois é a partir deles que são acionados os órgãos de segurança, resgate e socorro. Quando aciona um serviço de emergência, a população faz seu primeiro contato com um call center, para onde …
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Enhancing the customer service experience in call centers using preemptive solutions and queuing theory
… satisfaction via wait time reduction, first call resolution, and cost minimization are key drivers of success to players in this market. Most companies invest heavily in customer service systems including call centers. Our client, AlarmCo, a top provider of property protection, manages an …
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Call center demand forecasting : improving sales calls prediction accuracy through the combination of statistical methods and judgmental forecast
Call centers are important for developing and maintaining healthy relationships with customers. At Dell, call centers are also at the core of the company's renowned direct model. For sales call centers in particular, the impact of proper operations is reflected not only in long-term relationships …
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Synchrone Videokommunikation im Internet – Echtzeit-Beratungsmittel zur Erhöhung von Kundenzufriedenheit und Kundenbindung
… Arbeit werden über die Planung eines Video Call Centers und den damit verbundenen Modellbetrachtungen Einsatzszenarios für die Videoberatung entwickelt. In diese Entwicklung fließen die Ergebnisse aus der Einzelfallanalyse des implementierten Videoberatungssystems ein. Diese Ergebnisse …
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Telephone traffic queues in a customer call center
… is to evaluate the unemployment claims filing call center operated by the Tennessee Department of Labor. To do this we primarily utilize traditional Erlang models to analyze performance measure such as call blocking wait times and labor utilization. We find that some modifications to staffing …
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Statistical evaluation of longitudinal data (1969-2011) from a non-denominational christian, regional crisis call center for frequency distributions of various call parameters
Anonymous calls to a non-denominational Christian, regional crisis call center were documented in Volunteer Call Logs (VCLs). VCLs (N=629,710) were coded for age, gender, marital status and category of distress for each call. Additionally, VCLs reported parameters such as time of day, day of week, …
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Does Simulation Training Increase 9-1-1 Operator’s Ability to Recognize the Need for Cardiopulmonary Resuscitation Instruction?
… was conducted on dispatchers from thirteen call centers who were randomized to receive mock caller scenarios, as part of a randomized controlled study of the use of simulation for training 9-1-1 operators in recognition of cardiac arrest. The simulation consisted on an actor acting in the …
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Customer Relationship Management: from Conversion to Churn to Winback
… retention, and winback of lost customers. Specifically, with the aid of machine learning method of random forests and text mining technique, this study identify among the factors of customer heterogeneity (e.g. in usage of self-care service channels, duration of service, responsiveness to …
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Optimization under moment, robust, and data-driven models of uncertainty
… staffing and routing problem for large-scale call centers. Computational results with real data of a call center show that a simple robust optimization approach can be more efficient than the data-driven approach with risk aversion.
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Analysis of the Digital Direct-to-Customer channel in Insurance
… channels to reach directly to customers via call centers, mobile, and the web. The market is experiencing growth in this industry with startups competing to seize the opportunities. Digital Direct-to-customer opportunities have huge potential to improve business performance. It is imperative …
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Trickle-In Effects: How Customer Deviance Behavior Influences Employee Deviance Behavior
… dissertation examines trickle-in effects, specifically, I examine whether customers' interpersonal and organizational deviance behavior will trickle-in through organizational boundary to influence a frontline employee's interpersonal and organizational deviance behavior. Specifically, I propose …
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The Effects of Work Schedule Flexibility on Job Satisfaction of Telephone Advice Nurses
… sample from77 telephone nurses at two call centers of a large metropolitan health care system in southeastern United States was utilized. Data collection took place in October 2012 using the McCloskey/Mueller Satisfaction Scale and specific demographic questionnaires.</p> …
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Writing under the gun : a multimodal analysis of technical trouble tickets as an itext genre
… are the basic form of documentation used in call centers. They record details of all actions and interactions in the call center environment that is the setting for this study. One section employs the Ethnography of Communication as a foundational model to provide a rich description of both …
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Computer Telephony Programming in Java
… voice response, faxback, predictive dialing, and call center management has fueled the development of several proprietary, competing CTI standards, including Lucent's Passageways, Microsoft's Telephony API (TAPI), and Novell/Lucent's Telephony Services API (TSAPI) [8,9]. A group of technology …
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Optimierung der Personaleinsatzplanung in Call Centern - Theoretische Systematisierung und empirische Überprüfung
Der Call Center-Markt hat Ende der 90er Jahre und Anfang des neuen Jahrtausends einen rasanten Aufschwung mit zum Teil sehr hohen Umsätzen erfahren, was zur Folge hatte, dass immer mehr Auskunftsdienstleister auf dem Markt kamen. Als Konsequenz daraus resultiert nun eine verschärfte …
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Essays in development economics and political economy
… sectors - IT (software) and IT-enabled services (call-centers) - by sending fictitious resumes in response to job openings in and around Delhi, India advertised in major city papers and online job sites. We find evidence of discrimination against Other Backward Classes (OBCs) and Scheduled Castes …
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