Managing customer contact centers with delay announcements and automated service-Reference-Cited by-同舟云学术

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Managing customer contact centers with delay announcements and automated service

Published:2023-03-24 Issue:2 Volume:56 Page:115-127
ISSN:2472-5854
Container-title:IISE Transactions
language:en
Short-container-title:IISE Transactions

Author:

Yu Miao¹,Xu Jie²,Tang Jiafu³

Affiliation:

1. School of Management, Shenyang Jianzhu University, Shenyang, China

2. Department of Systems Engineering and Operations Research, George Mason University, Fairfax, VA, USA

3. School of Management Science and Engineering, Dongbei University of Finance and Economics, Dalian, China

Funder

Guangdong Province Key Field R&D Program

Humanities and Social Sciences Fund of Ministry of Education of China

Publisher

Informa UK Limited

Subject

Industrial and Manufacturing Engineering

Link

https://www.tandfonline.com/doi/pdf/10.1080/24725854.2023.2183532

Reference30 articles.

1. The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research

2. Impact of Delay Announcements in Call Centers: An Empirical Approach

3. The Impact of Delaying the Delay Announcements

4. Contact Centers with a Call-Back Option and Real-Time Delay Information

5. On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design

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