Search results for "call-center"

Hits ?▲	Authors	Title	Venue	Year	Link	Author keywords
90	Bernhard Suhm, Josh Bers, Daniel McCarthy, Barbara Freeman, David Getty, Katherine Godfrey, Pat Peterson	A comparative study of speech in the call center: natural language call routing vs. touch-tone menus.	CHI	2002	DBLP DOI BibTeX RDF	call routing, interactive voice response systems (IVRs), touch-tone, usability, natural language, call center, speech user interfaces
82	Vijay Mehrotra, Jason Fama	Call center simulations: call center simulation modeling: methods, challenges, and opportunities.	WSC	2003	DBLP DOI BibTeX RDF
80	Manfred Schneps-Schneppe, Janis Sedols	Multi-Skill Call Center as a Grading from "Old" Telephony.	NEW2AN	2009	DBLP DOI BibTeX RDF	Skill based routing, Limited availability, Asymptotic expansion for loss probability, Call center, Teletraffic
73	Nikolay A. Anisimov, Konstantin Kishinski, Alec Miloslavski	Formal Model, Language and Tools for Design Agent's Scenarios in Call Center Systems.	HICSS	1999	DBLP DOI BibTeX RDF
70	Robert Saltzman, Vijay Mehrotra	Managing trade-offs in call center agent scheduling: methodology and case study.	SCSC	2007	DBLP BibTeX RDF	scheduling, optimization, call center
67	Raymond Gable	VOIP in a university call center.	SIGUCCS	2006	DBLP DOI BibTeX RDF	ACD, IP contact center, agent dashboard, frontrange solutions, help center, service, VOIP, help desk, call center
55	Jie Zhang, Daoliang Li	A Call Center Oriented Consultant System for Fish Disease Diagnosis in China.	CCTA	2007	DBLP DOI BibTeX RDF	fish disease diagnosis, knowledge acquisition, Call Center, consultant system
52	Anup Chalamalla, Sumit Negi, L. Venkata Subramaniam, Ganesh Ramakrishnan	Identification of class specific discourse patterns.	CIKM	2008	DBLP DOI BibTeX RDF	call center analytics and applications, classification and clustering, information extraction, text mining, unsupervised learning
51	Tanveer A. Faruquie, Sumit Negi, Anup Chalamalla, L. Venkata Subramaniam	Exploiting context to detect sensitive information in call center conversations.	CIKM	2008	DBLP DOI BibTeX RDF	call center analytics, clustering, information privacy
49	Ahmad D. Ridley, Michael C. Fu 0001, William A. Massey	Customer relations management: call center operations: fluid approximations for a priority call center with time-varying arrivals.	WSC	2003	DBLP DOI BibTeX RDF
49	Ádám Horváth, László Laufer, András Kangyal	Usability Analyses of CRM Systems in Call Centers: The Data Mining Approach.	HCI (8)	2009	DBLP DOI BibTeX RDF	data mining, usability, web usage mining, CRM, call center
47	Linhai Qi, Suxia Ma, Keqin Liu	Research on Predictive Dialing System Based on Distributed Call Center.	SERA	2006	DBLP DOI BibTeX RDF
47	Doo-Hyun Kim, Seung-Min Park, Ji-Yong Kim, Dong-Myung Sul, Kyung-Hee Lee	Collaborative Multimedia Middleware Architecture and Advanced Internet Call Center.	ICOIN	2001	DBLP DOI BibTeX RDF
47	Kyungsook Han, Dongkyu Lee	Web-Based Intelligent Call Center for an Intensive Care Unit.	Web Intelligence	2001	DBLP DOI BibTeX RDF
42	Miroslav Popovic, Vladimir Kovacevic	An Approach to Internet-Based Virtual Call Center Implementation.	ICN (1)	2001	DBLP DOI BibTeX RDF
41	Juta Pichitlamken, Alexandre Deslauriers, Pierre L'Ecuyer, Athanassios N. Avramidis	Customer relations management: call center operations: modelling and simulation of a telephone call center.	WSC	2003	DBLP DOI BibTeX RDF
41	Bernhard Suhm, Pat Peterson	Call browser: a system to improve the caller experience by analyzing live calls end-to-end.	CHI	2009	DBLP DOI BibTeX RDF	call center analytics, caller experience, interactive voice response (IVR), voice user interfaces (VUI), speech recognition
41	Anju G. Parvathy, Bintu G. Vasudevan, Abhishek Kumar, Rajesh Balakrishnan	Leveraging Call Center Logs for Customer Behavior Prediction.	IDA	2009	DBLP DOI BibTeX RDF
41	Federica Cena, Ilaria Torre 0001	Increasing performances and personalization in the interaction with a call center system.	IUI	2004	DBLP DOI BibTeX RDF	VUI voice user interface, automatic response, calls routing management, adaptation, speech recognition, call center
39	Rodney B. Wallace, Robert Saltzman	Comparing skill-based routing call center simulations using C programming and arena models.	WSC	2005	DBLP DOI BibTeX RDF
39	Cyril Canon, Jean-Charles Billaut, Jean-Louis Bouquard	Dimensioning an Inbound Call Center Using Constraint Programming.	CP	2005	DBLP DOI BibTeX RDF
38	Stefan Kuhlins, Didier Gutacker	Web-Enabled Voice over IP Call Center. An Open Source Based Implementation.	ICN (2)	2001	DBLP DOI BibTeX RDF
37	Isaac K. Cheng, Neil H. Boyette, Joel Bethea, Vikas Krishna	A Model and Rule Driven Approach to Service Integration with Eclipse Modeling Framework.	ICSOC	2007	DBLP DOI BibTeX RDF	call flow, leverage, rich client, worldwide, internet, XML, UML, SOA, architecture, workflow, integrate, Web, management, IT, logic, reasoning, BPEL, customer, rule, inference, outsource, infrastructure, support, CRM, script, global, enterprise, call center, offshore, thin client, EMF, asset, business transformation, labor
37	Alexander Holland 0001	Modeling Uncertainty in Decision Support Systems for Customer Call Center.	Fuzzy Days	2004	DBLP DOI BibTeX RDF	bayesian networks, probabilities, uncertainties, decision support systems, decision making, fuzzy sets, Call centers
37	Chulwoo Kim, Pilsung Choe, Mark R. Lehto, Jan P. Allebach	Effect of Providing a Web-Based Collaboration Medium for Remote Customer Troubleshooting Tasks.	HCI (9)	2007	DBLP DOI BibTeX RDF	collaborative troubleshooting, web-based diagnostic tool, communication mode
37	Ger Koole, Auke Pot, Jerome Talim	Customer relations management: call center operations: routing heuristics for multi-skill call centers.	WSC	2003	DBLP DOI BibTeX RDF
36	Gilad Mishne, David Carmel, Ron Hoory, Alexey Roytman, Aya Soffer	Automatic analysis of call-center conversations.	CIKM	2005	DBLP DOI BibTeX RDF	automatic speech recognition, call centers
36	James Fisher, Karen Miller, Andrew Thatcher	Performance Monitoring, Supervisory Support, and Job Characteristics and Their Impact on Employee Well-Being Amongst Four Samples of Call Centre Agents in South Africa.	HCI (17)	2007	DBLP DOI BibTeX RDF	Job Design, Electronic Performance Monitoring, Call Centers, Well-Being
32	Cyril Canon	Personnel scheduling in the Call Center industry.	4OR	2007	DBLP DOI BibTeX RDF	MSC classification 90B35, 90B70, 90C11, 90B36
32	Jonathan Mamou, David Carmel, Ron Hoory	Spoken document retrieval from call-center conversations.	SIGIR	2006	DBLP DOI BibTeX RDF
32	Yun Bae Kim, Chang Hun Lee, Jaebum Kim, Gyutai Kim, Jong Seon Hong	Empirical Analysis for Individual Behavior of Impatient Customers in a Call Center.	AsiaSim	2004	DBLP DOI BibTeX RDF
32	Kevin R. Nix	Integrating the call center into the telecom enterprise.	NOMS	1998	DBLP DOI BibTeX RDF
31	Claudia Nass, Daniel Kerkow, Jessica Jung	The fulfillment of user needs and the course of time in field investigation.	CHI Extended Abstracts	2010	DBLP DOI BibTeX RDF	evaluation, user experience, emotion, field study, fun, user needs, call-center
31	Marcin Paprzycki, Ajith Abraham, Ruiyuan Guo, Srinivas Mukkamala	Data Mining Approach for Analyzing Call Center Performance.	IEA/AIE	2004	DBLP DOI BibTeX RDF
30	Thomas R. Robbins, Deborah J. Medeiros, Paul Dum	Evaluating arrival rate uncertainty in call centers.	WSC	2006	DBLP DOI BibTeX RDF
28	Tanveer A. Faruquie, Sumit Negi, L. Venkata Subramaniam	Protecting Sensitive Customer Information in Call Center Recordings.	IEEE SCC	2009	DBLP DOI BibTeX RDF
28	John Klein	Interplay of Architecture, Business Goals, and Current Technology in the Evolution of Call Center Systems.	WICSA	2008	DBLP DOI BibTeX RDF
28	Eric Buist, Wyean Chan, Pierre L'Ecuyer	Speeding up call center simulation and optimization by Markov chain uniformization.	WSC	2008	DBLP DOI BibTeX RDF
28	Aylin Koca, Aarnout Brombacher	Extracting "broken expectations" from call center records: why and how.	CHI Extended Abstracts	2008	DBLP DOI BibTeX RDF	business value of usability, soft reliability, usage-failure classification
28	Kohta Ohshima, Eiji Muramatsu, Yasutaka Otake, Kimihiko Ando, Hiroki Ohno, Matsuaki Terada	Voice Logging and Search Technology in IP Telephony Call Center.	ICOIN	2006	DBLP DOI BibTeX RDF
27	Yun Bae Kim, Heesang Lee, Hoo-Gon Choi	A Discrete Event Simulation Study for Incoming Call Centers of a Telecommunication Service Company.	AIS	2004	DBLP DOI BibTeX RDF
26	Alexandre Naprous, Marta Avalos Fernandez, Catherine Pradeau, Emmanuel Lagarde, Cédric Gil-Jardiné	Public Health surveillance from emergency call center data: visualization dashboard and NLP of call reports Public Health surveillance from EMCC data.	FLAIRS	2022	DBLP DOI BibTeX RDF
26	Mark Campbell 0002	Tomorrow's Call Center Will Be Neither: Not Call Focused, Nor Centralized.	Computer	2021	DBLP DOI BibTeX RDF
26	Alexander N. Dudin, Che Soong Kim, Olga S. Dudina, Sergey A. Dudin	Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option.	Ann. Oper. Res.	2016	DBLP DOI BibTeX RDF
26	Mathilde Excoffier, Céline Gicquel, Oualid Jouini	A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts.	Comput. Ind. Eng.	2016	DBLP DOI BibTeX RDF
26	Quim Llimona, Jordi Luque, Xavier Anguera, Zoraida Hidalgo, Souneil Park, Nuria Oliver	Effect of gender and call duration on customer satisfaction in call center big data.	INTERSPEECH	2015	DBLP DOI BibTeX RDF
26	Wyean Chan, Ger Koole, Pierre L'Ecuyer	Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times.	Manuf. Serv. Oper. Manag.	2014	DBLP DOI BibTeX RDF
26	Estillac Borges Filho, Pedro Batista 0002, Aldebaro Klautau	Uma Ferramenta para Projeto de Sistemas de Diálogos para Call Center Baseados em Asterisk (A Tool for the Design of Dialog Systems for Asterisk-based Call Centers) [in Portuguese].	STIL	2013	DBLP BibTeX RDF
26	Guilherme Steinmann, Paulo José de Freitas Filho	Using simulation to evaluate call forecasting algorithms for inbound call center.	WSC	2013	DBLP DOI BibTeX RDF
26	Che Soong Kim, Olga S. Dudina, Alexander N. Dudin, Sergey A. Dudin	Queueing System MAP/M/N as a Model of Call Center with Call-Back Option.	ASMTA	2012	DBLP DOI BibTeX RDF
26	Rafiq A. Mohammed, Paul Pang	Agent Personalized Call Center Traffic Prediction and Call Distribution.	ICONIP (2)	2011	DBLP DOI BibTeX RDF
26	Debbie Richards 0001	A Call for Change in the Call Center.	J. Organ. End User Comput.	2008	DBLP DOI BibTeX RDF
26	Alexandre Deslauriers, Pierre L'Ecuyer, Juta Pichitlamken, Armann Ingolfsson, Athanassios N. Avramidis	Markov chain models of a telephone call center with call blending.	Comput. Oper. Res.	2007	DBLP DOI BibTeX RDF
26	Noah Gans, Yong-Pin Zhou	Call-Routing Schemes for Call-Center Outsourcing.	Manuf. Serv. Oper. Manag.	2007	DBLP DOI BibTeX RDF
26	Susanne Maaß, Florian Theißing, Margita Zallmann	Unterstützung von Interaktionsarbeit im Call-Center. Neue Fragen für die arbeitsorientierte Softwareentwicklung (Software Support for Interaction Work in Call Centers. New Questions for Work Oriented Software Development).	i-com	2002	DBLP DOI BibTeX RDF
26	Katherine Miller, Vivek Bapat	Simulation of the call center environment for comparing competing call routing technologies for business case ROI projection (case study).	WSC	1999	DBLP DOI BibTeX RDF
25	Paulo José de Freitas Filho, Geovani Ferreira da Cruz, Rui Seara, Guilherme Steinmann	Using simulation to predict market behavior for outbound call centers.	WSC	2007	DBLP DOI BibTeX RDF
25	Athanassios N. Avramidis, Pierre L'Ecuyer	Modeling and simulation of call centers.	WSC	2005	DBLP DOI BibTeX RDF
25	Thomas J. Mattauch, Rami Hatoum, Hannah W. Pettit	Building a call center in 2 days: how a world class support center responds to crisis.	SIGUCCS	2012	DBLP DOI BibTeX RDF
25	Júlíus Atlason, Marina A. Epelman, Shane G. Henderson	Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods.	Manag. Sci.	2008	DBLP DOI BibTeX RDF
24	Ornella Pisacane	Agent scheduling in a multiskill call center.	4OR	2009	DBLP DOI BibTeX RDF	MSC Classification (2000) 37M05, 74P99, 47N10
24	Yoshitoshi Murata, Yoshihisa Sato, Tsuyoshi Takayama, Nobuyoshi Sato	E-government System Using an Integrated Call Center System and WWW.	Web Intelligence/IAT Workshops	2008	DBLP DOI BibTeX RDF
24	Soemon Takakuwa, Takako Okada	Simulation analysis of inbound call center of a city-gas company.	WSC	2005	DBLP DOI BibTeX RDF
24	Lawrence O'Gorman, Amit Bagga, Jon Louis Bentley	Call Center Customer Verification by Query-Directed Passwords.	Financial Cryptography	2004	DBLP DOI BibTeX RDF
23	Jakita Owensby Thomas, Yolanda A. Rankin, Neil H. Boyette	Self service technologies: eliminating pain points of traditional call centers.	CHIMIT	2009	DBLP DOI BibTeX RDF	self service technologies, traditional call center, customer support
23	Thiago T. Angelico, Thais Santos Bueno, Silvio Bortoleto, Anderson Ravanello	KDD on IVR Navigation Trees: Case Study.	HIS (3)	2009	DBLP DOI BibTeX RDF	IVR, Data Mining, Call Center
23	Nikolay Korolev, Herbert Ristock, Nikolay A. Anisimov	Modeling and simulation of a pacing engine for proactive campaigns in contact center environment.	SpringSim	2008	DBLP DOI BibTeX RDF	outbound campaign, predictive dialing, progressive dialing, call center
23	Christophe Ponsard, Mike Martin, Sarah Walsh, Susan Baines, Sébastien Rousseaux, Giovanni Rinaldi, Fulvio Tamburriello	OLDES: Designing a Low-Cost, Easy-to-Use e-Care System Together with the Stakeholders.	ICCHP	2008	DBLP DOI BibTeX RDF	service oriented architecture, elderly, call center, eHealth, requirements validation, home care
23	Nikolay A. Anisimov, Brian Galvin, Herbert Ristock	XML-based multimodal interaction framework for contact center applications.	WWW	2007	DBLP DOI BibTeX RDF	agent scripting, call control XML, call routing, call center, VoiceXML, contact center
23	Alexander Schellong, Thomas Langenberg	Effective citizen relationship management: Hurricane Wilma and Miami-Dade County 311.	DG.O	2006	DBLP DOI BibTeX RDF	311, ACAP, absorptive capacity, citizen relationship management, knowledge management, CRM, customer relationship management, customer service, call center, disaster, emergency management
23	Alexander Schellong	Citizen Relationship Management: understanding, challenges and impact.	DG.O	2006	DBLP DOI BibTeX RDF	311, CiRM, citizen relationship management, cross-boundary collaboration, networked governance, privacy, accountability, portal, CRM, change management, multi-channel, business process reengineering, call center, public services, multi-jurisdictional
23	Kelly Wainwright, Bret Ingerman	Home Growing Help Desk Software.	SIGUCCS	1999	DBLP DOI BibTeX RDF	help desk, call center, call tracking
23	Daneen Walko	Implementing a 24-hour Help Desk at the University of Pittsburgh.	SIGUCCS	1999	DBLP DOI BibTeX RDF	24 hour help desk, call center, support services
21	Ger Koole, Auke Pot	Approximate dynamic programming in multi-skill call centers.	WSC	2005	DBLP DOI BibTeX RDF
21	Ger Koole, Avishai Mandelbaum	Queueing Models of Call Centers: An Introduction.	Ann. Oper. Res.	2002	DBLP DOI BibTeX RDF	queueing models, call centers
19	Daniel S. Riley	Simulating a virtual customer service center.	WSC	2005	DBLP BibTeX RDF
18	Maryam Fanaeepour, Leila Naghavian, Mohammad Abdollahi Azgomi	Modeling and Evaluation of Call Centers with GSPN Models.	AICCSA	2007	DBLP DOI BibTeX RDF
18	Daoliang Li, Wei Zhu, Yanqing Duan, Zetian Fu	Toward developing a tele-diagnosis system on fish disease.	IFIP AI	2006	DBLP DOI BibTeX RDF	call centre, machine learning, expert system, Group Decision Support System
18	Shona Douglas, Deepak Agarwal, Tirso Alonso, Robert M. Bell, Mazin Gilbert, Deborah F. Swayne, Chris Volinsky	Mining Customer Care Dialogs for "Daily News".	IEEE Trans. Speech Audio Process.	2005	DBLP DOI BibTeX RDF
18	Oliver Niese, Markus Nagelmann, Andreas Hagerer, Klaus Kolodziejczyk-Strunck, Werner Goerigk, Andrei Erochok, Bernhard Hammelmann	Demonstration of an Automated Integrated Testing Environment for CTI Systems.	FASE	2001	DBLP DOI BibTeX RDF
17	Hyeon Jo	Sequential customer experiences leading to continuance intention in the mobile telecom industry: from contract to call center.	Telecommun. Syst.	2024	DBLP DOI BibTeX RDF
17	Henry Chacon, Vishwa Koppisetti, David Hardage, Kim-Kwang Raymond Choo, Paul Rad	Forecasting call center arrivals using temporal memory networks and gradient boosting algorithm.	Expert Syst. Appl.	2023	DBLP DOI BibTeX RDF
17	Zhenyuan Zhang, Bin Li, Luning Liu	The impact of AI-based conversational agent on the firms' operational performance: Empirical evidence from a call center.	Appl. Artif. Intell.	2023	DBLP DOI BibTeX RDF
17	Manon Macary, Marie Tahon, Yannick Estève, Daniel Luzzati	Acoustic and linguistic representations for speech continuous emotion recognition in call center conversations.	CoRR	2023	DBLP DOI BibTeX RDF
17	Théo Deschamps-Berger, Lori Lamel, Laurence Devillers	Multiscale Contextual Learning for Speech Emotion Recognition in Emergency Call Center Conversations.	CoRR	2023	DBLP DOI BibTeX RDF
17	Yajing Feng, Laurence Devillers	End-to-End Continuous Speech Emotion Recognition in Real-life Customer Service Call Center Conversations.	CoRR	2023	DBLP DOI BibTeX RDF
17	Théo Deschamps-Berger, Lori Lamel, Laurence Devillers	Exploring Attention Mechanisms for Multimodal Emotion Recognition in an Emergency Call Center Corpus.	CoRR	2023	DBLP DOI BibTeX RDF
17	Andrea Manno, Fabrizio Rossi, Stefano Smriglio, Luigi Cerone	Comparing deep and shallow neural networks in forecasting call center arrivals.	Soft Comput.	2023	DBLP DOI BibTeX RDF
17	Onur Dogan 0001	A process-centric performance management in a call center.	Appl. Intell.	2023	DBLP DOI BibTeX RDF
17	B. Krishna Kumar, R. Sankar, R. Navaneetha Krishnan, R. Rukmani	Multiserver call center retrial queue under Bernoulli vacation schedule with two-way communication and orbital search.	Telecommun. Syst.	2023	DBLP DOI BibTeX RDF
17	Kefeng Yu, Liping Zhang, Yingmao Hu, Ying Wu, Chengwei Yang	Research and Exploration of Intelligent Scheduling System in Call Center Based on Time Slicing.	ICISS	2023	DBLP DOI BibTeX RDF
17	Théo Deschamps-Berger, Lori Lamel, Laurence Devillers	Exploring Attention Mechanisms for Multimodal Emotion Recognition in an Emergency Call Center Corpus.	ICASSP	2023	DBLP DOI BibTeX RDF
17	Imad Aattouri, Hicham Mouncif, Mohamed Rida	Call Center Customer Sentiment Analysis Using ML and NLP.	SITA	2023	DBLP DOI BibTeX RDF
17	Théo Deschamps-Berger, Lori Lamel, Laurence Devillers	Multiscale Contextual Learning for Speech Emotion Recognition in Emergency Call Center Conversations.	ICMI Companion	2023	DBLP DOI BibTeX RDF
17	Yajing Feng, Laurence Devillers	End-to-End Continuous Speech Emotion Recognition in Real-life Customer Service Call Center Conversations.	ACIIW	2023	DBLP DOI BibTeX RDF
17	Rita Martins, Telmo Pinto, Cláudio Alves	An Exact Optimization Approach for Personnel Scheduling Problems in the Call Center Industry.	ICCSA (Workshops 2)	2023	DBLP DOI BibTeX RDF
17	Yanling Deng, Jingang Xia, Li Zhang	Design and Implementation of Key Architecture for Distributed Rental Call-Center Platform Based on NGN.	ICISE	2023	DBLP DOI BibTeX RDF
17	Kwangyoung Lee, Hyunseung Lim, Sooyeon Ahn, Taewan Kim, Hwajung Hong	Designing a Personalized Stress Management System for Call Center Workers.	BigComp	2023	DBLP DOI BibTeX RDF
17	Ahmad M. Ashkanani, Benjamin B. Dunford, Kevin J. Mumford	Impact of Motivation and Workload on Service Time Components: An Empirical Analysis of Call Center Operations.	Manag. Sci.	2022	DBLP DOI BibTeX RDF
17	Leonardo Obinna Iheme, Sükrü Ozan	A novel semi-supervised framework for call center agent malpractice detection via neural feature learning.	Expert Syst. Appl.	2022	DBLP DOI BibTeX RDF