A psychological approach to decision support systems
Management Science
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Modeling Daily Arrivals to a Telephone Call Center
Management Science
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
Proceedings of the 35th conference on Winter simulation: driving innovation
Variational optimization for call center staffing
Proceedings of the 2005 conference on Diversity in computing
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This paper proposes an operational business intelligence system for call centers. Using data collected from a large U.S. insurance company, the authors demonstrate a decision tree based solution to help the company achieve excellence through improved service levels. The initial results from this study provide insight into the factors affecting this firm's call center service levels, and the solution developed in this paper provides two distinct advantages to managers. First, it enables them to identify key factors and the role they play in determining service levels. Second, a sliding window approach is proposed which allows managers to see the effects of resource reallocation on service levels on an on-going basis.