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

  • Published:2009-01-05 Issue:6 Volume:16 Page:665-688
  • ISSN:1059-1478
  • Container-title:Production and Operations Management
  • language:en
  • Short-container-title:

Author:

Aksin Zeynep,Armony Mor,Mehrotra Vijay

Publisher

Wiley

Subject

Management of Technology and Innovation,Industrial and Manufacturing Engineering,Management Science and Operations Research

Reference218 articles.

1. Aguir , M. S. 2004 Modeles stochastique pour l'aide a la decision dans les centres d'appels PhD Thesis Ecole Centrale Paris

2. On the interaction between retrials and sizing of call centers;Aguir;European Journal of Operational Research,2007

3. The impact of retrials on call center performance;Aguir;OR Spectrum,2004

4. Staffing decisions for heterogeneous workers with turnover;Ahn;Mathematical Methods of Operations Research,2005

5. Call center outsourcing contract analysis and choice;Aksin;Management Science,2006

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