Call Centers

Known as: Call Center, Center, Call, Centers, Call 
A facility set up for the purpose of handling large volumes of telephone calls. Call Centers typically utilize some form of computer automation for… (More)
National Institutes of Health

Papers overview

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Highly Cited
2007
Highly Cited
2007
A call center is a centralized hub where customer and other telephone calls are dealt with by an organization. In today’s economy… (More)
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Highly Cited
2007
Highly Cited
2007
Our note is dedicated to the Palm/Erlang-A Queue. This is the simplest practiceworthy queueing model, that accounts for customers… (More)
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Highly Cited
2007
Highly Cited
2007
T he essence of the information technology revolution and, in particular, the World Wide Web is the opportunity afforded… (More)
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Highly Cited
2006
Highly Cited
2006
The emotion detection work reported here is part of a larger study aiming to model user behavior in real interactions. We already… (More)
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Highly Cited
2005
Highly Cited
2005
Statistical Analysis of a Telephone Call Center Lawrence Brown, Noah Gans, Avishai Mandelbaum, Anat Sakov, Haipeng Shen, Sergey… (More)
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Highly Cited
2005
Highly Cited
2005
This paper proposes simple methods for staffing a single-class call center in an environment with uncertain arrival rate and… (More)
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Review
2005
Review
2005
Since the early studies of human behavior, emotion has attracted the interest of researchers in many disciplines of Neurosciences… (More)
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Highly Cited
2000
Highly Cited
2000
  • Geurt Jongbloed, Ger Koole
  • 2000
We model a call center as a queueing model with Poisson arrivals having an unknown varying arrival rate. We show how to compute… (More)
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2000
2000
We model a multi-skill call center as a network of queues : Calls are considered as customers requesting service, agents as… (More)
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Highly Cited
1999
Highly Cited
1999
This paper proposes practical modeling and analysis methods to facilitate dynamic staffing in a telephone call center with the… (More)
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