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Relevant bibliographies by topics / Call centers

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Academic literature on the topic 'Call centers'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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Journal articles on the topic "Call centers"

1

Kasznar, Istvan Karoly. "Administración de Call Center Ante Exigências del Consumidor." Revista Pensamento Contemporâneo em Administração 2, no. 3 (2008): 59. http://dx.doi.org/10.12712/rpca.v2i3.149.

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Este artículo muestra la creciente importancia asumida por los call-centers, como entidades que ayudan a comunicar con presteza, rapidez y grande eficiencia, informaciones y dados através de un canal de doble sentido. Tanto el consumidor, quanto el supridor de servicios ganan con el uso de call-centers, en un juego de alianzas del tipo gana-gana. Son expuestas las ventajas y desventajas del uso y aprovechamiento de call-centers, tanto por clientes, quanto por empresários. Y se apresentan las oportunidades estratégicas para la adequada compreensión de la relevancia de los call-centres y de su f

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Alyona Nefyodova. "CALL OF CENTERS." Current Digest of the Russian Press, The 76, no. 047 (2024): 17–19. https://doi.org/10.21557/dsp.101750659.

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Khan M. K., Amjad Hassan, and P. S. Aithal. "Identification of Customer Through Voice Biometric System in Call Centres." International Journal of Intelligent Systems and Applications 16, no. 5 (2024): 68–78. http://dx.doi.org/10.5815/ijisa.2024.05.06.

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In recent times, there has been a growing emphasis on adjusting communication strategies to foster strong customer relationships. This shift is driven by intensified competition, market maturation, and swift advancements in business technology. Consequently, companies have established call centers to efficiently handle customer support and fulfil customer inquiries. A pivotal aspect of enhancing service quality within these call centers involves accurately identifying customers during their interactions. The primary objective of this study is to introduce a methodology for identifying customer

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Jaoua, Amel, Pierre L’Ecuyer, and Louis Delorme. "Call-type dependence in multiskill call centers." SIMULATION 89, no. 6 (2013): 722–34. http://dx.doi.org/10.1177/0037549713479405.

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Sato, Hidenori. "Are call centers sweatshops?" Annals of Business Administrative Science 17, no. 5 (2018): 193–202. http://dx.doi.org/10.7880/abas.0180830a.

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Borst, Sem, Avi Mandelbaum, and Martin I. Reiman. "Dimensioning Large Call Centers." Operations Research 52, no. 1 (2004): 17–34. http://dx.doi.org/10.1287/opre.1030.0081.

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Talley, C. Richard. "Customer-service call centers." American Journal of Health-System Pharmacy 53, no. 17 (1996): 2041. http://dx.doi.org/10.1093/ajhp/53.17.2041.

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Wuring, Nicolette. "Ethics and call centers." CallCenter INTERNATIONAL 2, no. 1 (2009): 10–14. http://dx.doi.org/10.1007/bf03252238.

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Shah, Younis Ahamd, and Dr Riyaz Ahmad Rainayee. "Determinants of Attrition in Call Centers: a study of Indian Call Centers." IOSR Journal of Business and Management 16, no. 6 (2014): 46–51. http://dx.doi.org/10.9790/487x-16624651.

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ZAREEN, SHAFAQ, and DR SUREKHA RANA. "Job Satisfaction and Demographics: Implications in Call Centers." International Journal of Scientific Research 3, no. 4 (2012): 1–4. http://dx.doi.org/10.15373/22778179/apr2014/222.

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Dissertations / Theses on the topic "Call centers"

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Vuthipadadon, Somchan. "Scheduling inbound calls in call centers." [Ames, Iowa : Iowa State University], 2009. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3355541.

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Reed, Joshua E. "Queueing Models for Large Scale Call Centers." Diss., Georgia Institute of Technology, 2007. http://hdl.handle.net/1853/16332.

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In the first half of this thesis, we extend the results of Halfin and Whitt to generally distributed service times. This is accomplished by first writing the system equations for the G/GI/N queue in a manner similar to the system equations for G/GI/Infinity queue. We next identify a key relationship between these two queues. This relationship allows us to leverage several existing results for the G/GI/Infinity queue in order to prove our main result. Our main result in the first part of this thesis is to show that the diffusion scaled queue length process for the G/GI/N queue in the Halfin-Whi

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Jouini, Oualid. "Stochastic modeling in call centers operations management." Châtenay-Malabry, Ecole centrale de Paris, 2006. http://www.theses.fr/2006ECAP1022.

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Le sujet de cette thèse porte sur le développement et l'analyse de modèles stochastiques pour l'aide à la décision dans les centres d'appels. Dans la première partrie, nous considérons un centre d'appels où tous les agents sont groupés ensemble. Nous étudions les bénéfices de la migration depuis cette configuration à celle où les agents sont organisés en pool. Chaque pool est responsable d'un portefeuille de clients. Ensuite, nous considérons un centre d'appel avec des clients impatients. Nous développons des politiques dynamiques pour l'affectation des clients aux différentes files d'attente.

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Thompson, Julieo Stephen. "The Evolution of Technology in Call Centers." Diss., NSUWorks, 2019. https://nsuworks.nova.edu/gscis_etd/1068.

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Historical research was conducted through literature. The report traces the evolution of technology in call centers (CCs) from their early inception to 2018. CCs are integrated into many facets of multidisciplinary areas of business, industry, and public and private institutions of higher education. Three research questions were addressed: What technologies enabled the start of CCs? How did the communications between customers and CSRs take place? What was the content of the earlier communications? How did services and communications evolve as technology matured? What are the current state-o

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Combs, Kimberly M. "Strategies for Retaining Employees for Call Centers." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3341.

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Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. Data were colle

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Ellway, Benjamin Piers William. "Call centres : work, service, & technologies." Thesis, University of Cambridge, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.609748.

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Legros, Benjamin. "Optimization of multi-channel and multi-skill call centers." Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.

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Call centers have been introduced with great success by many service‐oriented companies. They become the main point of contact with the customer, and an integral part of the majority of corporations. The large‐scale emergence of call centers has created a fertile source of management issues. In this PhD thesis, we focus on various operations management issues of multi‐skill and multichannel call centers. The objective of our work is to derive, both qualitative and quantitative, results for practical management. In the first part, we focus on architectures with limited flexibility for multi‐ski

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Moreira, Rogério. "A rotatividade de pessoal em call centers brasileiros." Pontifícia Universidade Católica de São Paulo, 2008. https://tede2.pucsp.br/handle/handle/1291.

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Made available in DSpace on 2016-04-25T16:45:07Z (GMT). No. of bitstreams: 1 Rogerio Moreira.pdf: 1750030 bytes, checksum: 731d8143bcca419a4e7fed448cb9f36d (MD5) Previous issue date: 2008-06-25<br>This dissertation is the report of a research work developed to study the causes of the high employee turnover in brazilian call centers. After a revisional work of the main aspects of call center management and employee turnover research, it was chosen to study the correlation with human resources management (HRM) practices, in the same research strategy chosen by Huselid(1995) and Batt(2002). The

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Marques, Ana Paula Fernandes. "Call Centers: inovação tecnológica, manutenção das formas organizacionais." Master's thesis, Instituto Superior de Economia e Gestão, 2004. http://hdl.handle.net/10400.5/912.

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Mestrado em Sociologia Económica e das Organizações<br>Uma das problemáticas mais discutidas no seio da sociedade da informação é a subsistência de alguns dos aspectos mais negativos da sociedade industrial, apesar de toda a evolução tecnológica que tem acontecido nos últimos anos. Um desses aspectos é a organização do trabalho e os efeitos que tem nos trabalhadores. Na época áurea do Taylorismo/Fordismo os trabalhadores das linhas de montagem apresentavam níveis elevados de alienação, por um lado, devido ao trabalho ser repetitivo e destituído de qualquer incentivo à criatividade, e por outro

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SILVA, Alysson Barros da. "Avaliação de desempenho e planejamento de capacidade em call centers de serviços de emergência." Universidade Federal de Pernambuco, 2010. https://repositorio.ufpe.br/handle/123456789/2377.

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Made available in DSpace on 2014-06-12T15:57:31Z (GMT). No. of bitstreams: 2 arquivo3203_1.pdf: 3864799 bytes, checksum: 500c1ed242d62eb06b6271e45b30d5db (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2010<br>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 convergem todas as chamadas. Essa cen

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Books on the topic "Call centers"

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Joanna, Reeves, Proudfoot Consulting (Europe) Ltd, and Confederation of British Industry, eds. Call centres. Caspian, 2000.

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Abbott, James C. Designing effective call centers. Robert Houston Smith Pub., 2007.

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Practices, LLC Best. Call centers: Executive insights for excellence. Best Practices, 2001.

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Esher, Joseph. Answering the call: a benchmark of Minnesota's call center industry. Minnesota Trade & Economic Development, 2000.

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Executive, Scotland Scottish. Benchmarking and definitions within contact centres. Scottish Executive, 2003.

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Congress, Trades Union. It's your call: Employment rights for call centre workers. TUC, 2001.

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Eckart, Menzler-Trott, and Hahnel Markus, eds. Call Center Evolution: Standards für effiziente Kunden- und Mitarbeiterbeziehungen. Vahlen, 2002.

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Durr, William. Building a world-class inbound call center. W. Durr, 1996.

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Körs, Anna. Call Center Markt Deutschland, das Fallbeispiel Hamburg. Lit, 2002.

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CUNA & Affiliates. Center for Professional Development., ed. Credit union call center handbook. Kendall/Hunt Pub. Co., 1999.

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Book chapters on the topic "Call centers"

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Miller, Alonso. "Call Centers Cloud Use in Call Centers." In Enterprise Cloud Computing for Non-Engineers. Auerbach Publications, 2018. http://dx.doi.org/10.1201/9781351049221-14.

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Friginal, Eric, and Rachelle Friginal. "Outsourced Call Centers." In Philippine English. Routledge, 2022. http://dx.doi.org/10.4324/9780429427824-35.

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Al-Bayati, Ahmed, and Louis Panzer. "One-Call Centers." In Underground Utilities for Construction Practitioners and Homeowners. American Society of Civil Engineers, 2021. http://dx.doi.org/10.1061/9780784415818.ch02.

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Mehrotra, Vijay, Thomas A. Grossman, and Douglas A. Samuelson. "Call and Contact Centers." In Encyclopedia of Operations Research and Management Science. Springer US, 2013. http://dx.doi.org/10.1007/978-1-4419-1153-7_95.

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Jorge, Sérgio, Carlos Pereira, and Paulo Novais. "Intelligent Call Routing for Telecommunications Call-Centers." In Lecture Notes in Computer Science. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-62362-3_28.

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Wang, Ze, Aaron D. Arndt, Surendra N. Singh, and Monica Biernat. "Linguistic Stereotyping in Call Centers." In Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10963-3_32.

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Stolletz, Raik. "Characterization of Inbound Call Centers." In Lecture Notes in Economics and Mathematical Systems. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-642-55506-0_2.

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Cleveland, Brad, Julia Mayben, and Günter Greff. "Wie Sie die Arbeitsweise des Call Centers der Unternehmensleitung präsentieren." In Call Center Management. Gabler Verlag, 1998. http://dx.doi.org/10.1007/978-3-322-93006-4_9.

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Mattia, Sara, Fabrizio Rossi, Mara Servilio, and Stefano Smriglio. "Robust Shift Scheduling in Call Centers." In Lecture Notes in Computer Science. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-14115-2_29.

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Mattia, Sara, Fabrizio Rossi, Mara Servilio, and Stefano Smriglio. "Robust Shift Scheduling in Call Centers." In Lecture Notes in Computer Science. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-09174-7_29.

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Conference papers on the topic "Call centers"

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Rothkrantz, L. "Emergency Call Centers in Smart Cities using Artificial Intelligence." In 2025 Smart City Symposium Prague (SCSP). IEEE, 2025. https://doi.org/10.1109/scsp65598.2025.11037689.

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Kavas, Engin, Huseyin Fuat Alsan, and Taner Arsan. "Capacity Planning for Electricity Utility Call Centers: A Time Series Analysis Approach." In 2024 Innovations in Intelligent Systems and Applications Conference (ASYU). IEEE, 2024. https://doi.org/10.1109/asyu62119.2024.10756958.

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Khan, Marrium, Sumit Mathur, Nileshwari Yadav, Om Kumar, and Chintan Rajani. "A Descriptive Study on Productivity of Generation Z Employees in Call Centers of Bhopal." In The Second Pamir Transboundary Conference for Sustainable Societies- | PAMIR. SCITEPRESS - Science and Technology Publications, 2023. https://doi.org/10.5220/0012878800003882.

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Sanjani, Lukman Arif, Riyanarto Sarno, Kelly Rossa Sungkono, Agus Tri Haryono, Abdullah Faqih Septiyanto, and Dwi Sunaryono. "Performance Analysis of LLM Models with RAG and Fine-Tuning T5 for Chatbot Optimization in Call Centers." In 2025 International Conference on Computer Sciences, Engineering, and Technology Innovation (ICoCSETI). IEEE, 2025. https://doi.org/10.1109/icocseti63724.2025.11018908.

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Kim, Woosung. "Online call quality monitoring for automating agent-based call centers." In Interspeech 2007. ISCA, 2007. http://dx.doi.org/10.21437/interspeech.2007-56.

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Altinok, Hatice, Serdar Kurdal, and Murtaza Mehdi Yucal. "Turkish Speech Recognition in Call Centers." In 2021 6th International Conference on Computer Science and Engineering (UBMK). IEEE, 2021. http://dx.doi.org/10.1109/ubmk52708.2021.9558890.

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Boloña, Maria del Carmen. "Self-access centers in EFL placement test preparation classes." In EuroCALL 2024: CALL for humanity. Universitat Politècnica de València, 2024. https://doi.org/10.4995/eurocall2024.2024.19031.

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The purpose of this study is to determine the effects of a self-access center in students’ exam preparation skills acquisition and students’ test grades. It will examine students’ test self-regulation strategies in a self-access center designed and implemented in Moodle to provide EFL learners with a repository of organized and categorized resources ranging from A1 to B2 to maximize students’ exam results. Students’ strategies include planning, time management, goal setting and exam strategies monitored and surveyed during the class designed for native Spanish speakers learning English as a fo

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Ibrahim, Rouba, and Ward Whitt. "REal-time delay estimation in call centers." In 2008 Winter Simulation Conference (WSC). IEEE, 2008. http://dx.doi.org/10.1109/wsc.2008.4736409.

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Jouini, Oualid, and Yves Dallery. "Predicting queueing delays for multiclass call centers." In the 1st international conference. ACM Press, 2006. http://dx.doi.org/10.1145/1190095.1190180.

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Hishinuma, Chiaki, Masaaki Kanakubo, and Takuma Goto. "An Agent Scheduling Optimization for Call Centers." In The 2nd IEEE Asia-Pacific Service Computing Conference (APSCC 2007). IEEE, 2007. http://dx.doi.org/10.1109/apscc.2007.27.

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Reports on the topic "Call centers"

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Oster, Emily, and M. Bryce Millett. Do Call Centers Promote School Enrollment? Evidence from India. National Bureau of Economic Research, 2010. http://dx.doi.org/10.3386/w15922.

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Jahromi, Maryam Eslami, Haleh Ayatollahi, and Ali Ebrazeh. Covid-19 hotlines, helplines and call centers: A systematic review of characteristics, challenges and lessons learned. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, 2024. http://dx.doi.org/10.37766/inplasy2024.2.0052.

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Wiseman, Jane. Innovations in Public Service Delivery: Issue No 01: Can 311 Call Centers Improve Service Delivery? Lessons from New York and Chicago. Inter-American Development Bank, 2015. http://dx.doi.org/10.18235/0006993.

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This paper is the first of the IDB's "Innovations in Public Service Delivery" series, which identifies and analyzes innovative experiences of promising practices in Latin America and the Caribbean and around the world to improve the quality and delivery of public services. It presents the 311 Programs in New York City and Chicago, leading 311 centers in the United States. "311" is the universal toll-free number that provides citizens with a single point of entry to a wide array of information and services in major cities. In the cities studied, these centers have evolved to support new models

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Muradali, Chen, and Lunt. L52191 Effectiveness of New Prevention Technologies for Mechanical Damage. Pipeline Research Council International, Inc. (PRCI), 2003. http://dx.doi.org/10.55274/r0011318.

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The objective of the project was to review and evaluate new technologies for protecting pipelines from third-party damage. The evaluation focused on the effectiveness, technical feasibility, cost and availability of technologies that show the most potential for reducing hits to pipelines. The three technologies reviewed in detail were Integrated Buried Markers, which consists of electronic markers and marker tapes; Advanced One-Call Systems, which incorporate GIS-based mapping, electronic ticket management, and web-based access to one-call centers; and the Magnetic Gradiometer, which is a loca

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Armas, Elvira, Gisela O'Brien, Magaly Lavadenz, and Eric Strauss. Rigorous and Meaningful Science for English Learners: Urban Ecology and Transdisciplinary Instruction. CEEL, 2020. http://dx.doi.org/10.15365/ceel.article.2020.1.

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This article describes efforts undertaken by two centers at Loyola Marymount University—the Center for Equity for English Learners (CEEL) and the Center for Urban Resilience (CURes)—in collaboration with five southern California school districts to develop and implement the Urban Ecology for English Learners Project. This project aligns with the 2018 NASEM report call to action to (1) create contexts for systems- and classroom-level supports that recognizes assets that English Learners contribute to the classroom and, and (2) increase rigorous science instruction for English Learners through t

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Lavadenz, Magaly, and Anaida Colón-Muñiz. The Latin@ Teacher Shortage: Learning from the Past to Inform the Future. Loyola Marymount University, 2017. http://dx.doi.org/10.15365/ceel.policy.5.

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This policy brief explores trends in U.S. K-12 Hispanic student enrollment vs. the Hispanic teacher workforce as a way to call attention to the bilingual teacher shortage. Successful examples of past efforts to increase the number of Latino and bilingual teachers are reviewed and the following policy recommendations are made: 1) expand investment in grow your own initiatives that recruit students in middle and high school students and emerging educational paraprofessionals into the bilingual teacher pipeline; 2) establish regional teacher preparation and professional learning centers and conso

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Phillips, Joseph A. Naval Hospital Pensacola Nurse Call Center. Defense Technical Information Center, 2005. http://dx.doi.org/10.21236/ada443984.

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Vogel, Whitney. "To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being. Portland State University Library, 2000. http://dx.doi.org/10.15760/etd.7115.

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Quinn, James M. Call-Center Based Disease Management of Pediatric Asthmatics. Defense Technical Information Center, 2004. http://dx.doi.org/10.21236/ada429099.

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Pitt, Edward. Economic Analysis of the Integrated Call Center Project. Defense Technical Information Center, 1997. http://dx.doi.org/10.21236/ada331004.

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