How can call center improve productivity?
Answers from top 8 papers
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| Papers (8) | Insight |
|---|---|
26 Citations | The approach can efficiently solve real-world problems from an Italian call center and effectively support managers decisions. |
| The empirical results demonstrate how forecasting and dynamic updating of call arrival rates can affect the accuracy of call center staffing. | |
25 Citations | The analysis of the simulated results has confirmed that the greatest improvement opportunity is to merge the existing resources into a single call center. |
22 Citations | As expected, automated call distribution is above all a productivity tool and should be recomme... |
40 Citations | This article argues that centralization moderates and influences the organization's efforts to improve customer service through the implementation of the call center and its IT. |
19 Citations | The findings may have implications for both academics and practitioners in the call-center industry. |
| According to our results, work engagement in call center environment is challenging due to the strong negative effect of job demands. | |
40 Citations | Based on survey responses from 68 call-center managers, the authors found that both centralization and decentralization are associated with call-center service operations. |
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