Search results for "call-centers"

Hits ?▲	Authors	Title	Venue	Year	Link	Author keywords
74	Monique H. Jansen-Vullers, Mariska Netjes, Hajo A. Reijers, M. J. Stegeman	A Redesign Framework for Call Centers.	Business Process Management	2006	DBLP DOI BibTeX RDF	Simulation, Petri nets, Call centers, Business Process Redesign
71	Ger Koole, Avishai Mandelbaum	Queueing Models of Call Centers: An Introduction.	Ann. Oper. Res.	2002	DBLP DOI BibTeX RDF	queueing models, call centers
67	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
62	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
59	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
58	Oualid Jouini, Yves Dallery	Predicting queueing delays for multiclass call centers.	VALUETOOLS	2006	DBLP DOI BibTeX RDF	predicting delays, telephone call centers, stochastic models, transient analysis
58	Sergey Zeltyn, Avishai Mandelbaum	Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue.	Queueing Syst. Theory Appl.	2005	DBLP DOI BibTeX RDF	telephone call centers, abandonment, quality and efficiency-driven approximations, Erlang-A, queueing theory, reneging, impatience
52	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
41	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
41	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
41	Maryam Fanaeepour, Leila Naghavian, Mohammad Abdollahi Azgomi	Modeling and Evaluation of Call Centers with GSPN Models.	AICCSA	2007	DBLP DOI BibTeX RDF
38	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
38	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
38	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
38	Athanassios N. Avramidis, Pierre L'Ecuyer	Modeling and simulation of call centers.	WSC	2005	DBLP DOI BibTeX RDF
36	Mor Armony	Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers.	Queueing Syst. Theory Appl.	2005	DBLP DOI BibTeX RDF	control of queueing systems, heterogeneous servers, Halfin Whitt regime, QED regime, routing, heavy-traffic, call centers, asymptotic analysis
36	Achal Bassamboo, J. Michael Harrison, Assaf Zeevi	Dynamic Routing and Admission Control in High-Volume Service Systems: Asymptotic Analysis via Multi-Scale Fluid Limits.	Queueing Syst. Theory Appl.	2005	DBLP DOI BibTeX RDF	doubly stochastic, abandonments, admission control, queueing, dynamic routing, call centers, asymptotic analysis, performance bounds, fluid limits
36	Laurence Vidrascu, Laurence Devillers	Annotation and detection of blended emotions in real human-human dialogs recorded in a call center.	ICME	2005	DBLP DOI BibTeX RDF	agent-client dialog corpus, blended emotions annotation, automatic emotion detection, acoustic cues, several classifiers, negative-neutral emotion, customer emotional state, human-human dialogs recording, call centers
34	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
34	Anju G. Parvathy, Bintu G. Vasudevan, Abhishek Kumar, Rajesh Balakrishnan	Leveraging Call Center Logs for Customer Behavior Prediction.	IDA	2009	DBLP DOI BibTeX RDF
31	Chiaki Hishinuma, Masaaki Kanakubo, Takuma Goto	An Agent Scheduling Optimization for Call Centers.	APSCC	2007	DBLP DOI BibTeX RDF
29	Alex S. Fukunaga, Ed Hamilton, Jason Fama, David Andre, Ofer Matan, Illah R. Nourbakhsh	Staff Scheduling for Inbound Call Centers and Customer Contact Centers.	AAAI/IAAI	2002	DBLP BibTeX RDF
28	Sérgio Jorge, Carlos Pereira, Paulo Novais	Intelligent Call Routing for Telecommunications Call-Centers.	IDEAL (1)	2020	DBLP DOI BibTeX RDF
28	Sandjai Bhulai	Nearest Neighbour Algorithms for Forecasting Call Arrivals in Call Centers.	KES-IDT	2015	DBLP DOI BibTeX RDF
28	Dongyuan Zhan, Amy R. Ward	Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers.	Manuf. Serv. Oper. Manag.	2014	DBLP DOI BibTeX RDF
28	Tuan Phung-Duc, Ken'ichi Kawanishi	Performance analysis of call centers with abandonment, retrial and after-call work.	Perform. Evaluation	2014	DBLP DOI BibTeX RDF
28	Marie Pelleau, Louis-Martin Rousseau, Pierre L'Ecuyer, Walid Zegal, Louis Delorme	Scheduling Agents Using Forecast Call Arrivals at Hydro-Québec's Call Centers.	CP	2014	DBLP DOI BibTeX RDF
28	Amel Jaoua, Pierre L'Ecuyer, Louis Delorme	Call-type dependence in multiskill call centers.	Simul.	2013	DBLP DOI BibTeX RDF
28	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
28	Ea-Ee Jan, Hong-Kwang Kuo, Osamuyimen Stewart, David M. Lubensky	A framework for rapid development of conversational natural language call routing systems for call centers.	INTERSPEECH	2009	DBLP DOI BibTeX RDF
28	Woosung Kim	Online call quality monitoring for automating agent-based call centers.	INTERSPEECH	2007	DBLP DOI BibTeX RDF
28	Sandjai Bhulai, Ger Koole	A queueing model for call blending in call centers.	IEEE Trans. Autom. Control.	2003	DBLP DOI BibTeX RDF
28	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
28	Rouba Ibrahim, Ward Whitt	REal-time delay estimation in call centers.	WSC	2008	DBLP DOI BibTeX RDF
28	Thomas R. Robbins, Terry P. Harrison	A simulation based scheduling model for call centers with uncertain arrival rates.	WSC	2008	DBLP DOI BibTeX RDF
27	Thiago Barroero, Gianmario Motta, Marco Durante	Sustainable Service Level Agreements.	IEEE SCC	2011	DBLP DOI BibTeX RDF	Erlang A, sustainable service levels, quality of service, queueing model, performance management, Call centers, service level management
27	Sancho Salcedo-Sanz, Ángel M. Pérez-Bellido, Emilio G. Ortíz-García, Antonio Portilla-Figueras, Maurizio Naldi	Optimization of Automated Call Center Service Times Using Evolutionary Techniques.	HIS	2008	DBLP DOI BibTeX RDF	Call centers design, Tree optimization, Dandelion encoding, Evolutionary algorithms
27	Alexey Karpov 0001, Andrey Ronzhin, Anastasia Leontyeva	A Semi-automatic Wizard of Oz Technique for Let'sFly Spoken Dialogue System.	TSD	2008	DBLP DOI BibTeX RDF	automatic speech recognition, call-centers, Spoken dialogue systems, spoken language understanding, Wizard of Oz study
27	Liqiang Liu, Vidyadhar G. Kulkarni	Explicit solutions for the steady state distributions in M/PH/1 queues with workload dependent balking.	Queueing Syst. Theory Appl.	2006	DBLP DOI BibTeX RDF	M/PH/1 queue, Workload process, Balking, Level crossing arguments, Call centers
27	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
27	Robert C. Hampshire, William A. Massey	Variational optimization for call center staffing.	Richard Tapia Celebration of Diversity in Computing Conference	2005	DBLP DOI BibTeX RDF	asymptotic methods, variational calculus, call centers, limit theorems
27	Júlíus Atlason, Marina A. Epelman, Shane G. Henderson	Call Center Staffing with Simulation and Cutting Plane Methods.	Ann. Oper. Res.	2004	DBLP DOI BibTeX RDF	sample average approximation, call centers, cutting planes, simulation optimization
27	Nahum Shimkin, Avishai Mandelbaum	Rational Abandonment from Tele-Queues: Nonlinear Waiting Costs with Heterogeneous Preferences.	Queueing Syst. Theory Appl.	2004	DBLP DOI BibTeX RDF	tele-queues or invisible queues, abandonment, telephone call centers, Nash equilibrium, multi-server queues, impatient customers, contact centers
25	Isaac K. Cheng, Neil H. Boyette, Vikas Krishna	Towards a Low-Cost High-Quality Service Call Architecture.	IEEE SCC	2006	DBLP DOI BibTeX RDF
25	Miroslav Popovic, Vladimir Kovacevic	An Approach to Internet-Based Virtual Call Center Implementation.	ICN (1)	2001	DBLP DOI BibTeX RDF
22	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
22	Marcin Paprzycki, Ajith Abraham, Ruiyuan Guo, Srinivas Mukkamala	Data Mining Approach for Analyzing Call Center Performance.	IEA/AIE	2004	DBLP DOI BibTeX RDF
21	Lutz M. Wegner, Heinz W. Schmidt	Shared XML Documents in Service Centers of the Future.	WISE (2)	2000	DBLP DOI BibTeX RDF
19	Natsuki Hamada, Kazuhiro Saito, Hideyuki Kawashima	Applying Quantum Annealing for Shift Scheduling Problem for Call Centers.	Int. J. Netw. Comput.	2023	DBLP BibTeX RDF
19	Stylianos Filippou, Andreas Tsiartas, Petros Hadjineophytou, Spyros Christofides, Kleanthis Malialis, Christos G. Panayiotou	Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing.	CoRR	2023	DBLP DOI BibTeX RDF
19	Stylianos Filippou, Andreas Tsiartas, Petros Hadjineophytou, Spyros Christofides, Kleanthis Malialis, Christos G. Panayiotou	Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing.	AIAI (1)	2023	DBLP DOI BibTeX RDF
19	Brett Alan Hathaway, Seyed Morteza Emadi, Vinayak Deshpande	Personalized Priority Policies in Call Centers Using Past Customer Interaction Information.	Manag. Sci.	2022	DBLP DOI BibTeX RDF
19	Jamie Woodcock	Artificial intelligence at work: The problem of managerial control from call centers to transport platforms.	Frontiers Artif. Intell.	2022	DBLP DOI BibTeX RDF
19	Kejia Hu, Gad Allon, Achal Bassamboo	Understanding Customer Retrials in Call Centers: Preferences for Service Quality and Service Speed.	Manuf. Serv. Oper. Manag.	2022	DBLP DOI BibTeX RDF
19	Xavier Allamigeon, Marin Boyet, Stephane Gaubert	Computing Transience Bounds of Emergency Call Centers: a Hierarchical Timed Petri Net Approach.	CoRR	2022	DBLP BibTeX RDF
19	Chenyu Hou, Bin Cao 0004, Jing Fan	A data-driven method to predict service level for call centers.	IET Commun.	2022	DBLP DOI BibTeX RDF
19	Yue Xu, Xiuli Wang	A hybrid integer programming and artificial bee colony algorithm for staff scheduling in call centers.	Comput. Ind. Eng.	2022	DBLP DOI BibTeX RDF
19	Tien Thanh Dam, Thuy Anh Ta, Tien Mai	Joint chance-constrained staffing optimization in multi-skill call centers.	J. Comb. Optim.	2022	DBLP DOI BibTeX RDF
19	Davis Nicmanis, Askars Salimbajevs	Spoken Dialogue System for Call Centers with Expressive Speech Synthesis.	INTERSPEECH	2022	DBLP BibTeX RDF
19	Xavier Allamigeon, Marin Boyet, Stéphane Gaubert	Computing Transience Bounds of Emergency Call Centers: A Hierarchical Timed Petri Net Approach.	Petri Nets	2022	DBLP DOI BibTeX RDF
19	Yajing Feng	Multimodal Representations and Assessments of Emotional Fluctuations of Speakers in Call Centers Conversations.	ICMI	2022	DBLP DOI BibTeX RDF
19	Thuy Anh Ta, Tien Mai, Fabian Bastin, Pierre L'Ecuyer	A Logistic Regression and Linear Programming Approach for Multi-Skill Staffing Optimization in Call Centers.	WSC	2022	DBLP DOI BibTeX RDF
19	Edouard Michot, Jules Woo, Louis Mouline, Catherine Sinnappan, Adrien Boukobza, Florence Campeotto, Laurent Dupic, Anita Burgun, Benoît Vivien, Rosy Tsopra	Towards a Clinical Decision Support System for Helping Medical Students in Emergency Call Centers.	MIE	2022	DBLP DOI BibTeX RDF
19	Xavier Allamigeon, Marin Boyet, Stéphane Gaubert	Piecewise Affine Dynamical Models of Petri Nets - Application to Emergency Call Centers.	Fundam. Informaticae	2021	DBLP DOI BibTeX RDF
19	Alakbar Valizada, Natavan Akhundova, Samir Rustamov	Development of Speech Recognition Systems in Emergency Call Centers.	Symmetry	2021	DBLP DOI BibTeX RDF
19	Théo Deschamps-Berger, Lori Lamel, Laurence Devillers	End-to-End Speech Emotion Recognition: Challenges of Real-Life Emergency Call Centers Data Recordings.	CoRR	2021	DBLP BibTeX RDF
19	Thuy Anh Ta, Wyean Chan, Fabian Bastin, Pierre L'Ecuyer	A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty.	Eur. J. Oper. Res.	2021	DBLP DOI BibTeX RDF
19	Sai Guruju, Jithendra Vepa	Addressing Compliance in Call Centers with Entity Extraction.	Interspeech	2021	DBLP BibTeX RDF
19	Théo Deschamps-Berger	Emotion Recognition In Emergency Call Centers: The challenge of real-life emotions.	ACII (Workshops and Demos)	2021	DBLP DOI BibTeX RDF
19	Théo Deschamps-Berger, Lori Lamel, Laurence Devillers	End-to-End Speech Emotion Recognition: Challenges of Real-Life Emergency Call Centers Data Recordings.	ACII	2021	DBLP DOI BibTeX RDF
19	Mamadou Thiongane, Wyean Chan, Pierre L'Ecuyer	Learning-Based Prediction of Conditional Wait Time Distributions in Multiskill Call Centers.	ICORES (Selected Papers)	2021	DBLP DOI BibTeX RDF
19	Eva Petitdemange, Franck Fontanili, Elyes Lamine, Matthieu Lauras, Uche Okongwu	A Tool-Based Framework to Assess and Challenge the Responsiveness of Emergency Call Centers.	IEEE Trans. Engineering Management	2020	DBLP DOI BibTeX RDF
19	Xavier Allamigeon, Marin Boyet, Stéphane Gaubert	Piecewise Affine Dynamical Models of Timed Petri Nets - Application to Emergency Call Centers.	Petri Nets	2020	DBLP DOI BibTeX RDF
19	Eva Petitdemange, Elyes Lamine, Franck Fontanili, Matthieu Lauras	Enhancing Emergency Call Centers' Performance Through a Data-driven Simulation Approach.	ISCRAM	2020	DBLP BibTeX RDF
19	Mamadou Thiongane, Wyean Chan, Pierre L'Ecuyer	Delay Predictors in Multi-skill Call Centers: An Empirical Comparison with Real Data.	ICORES	2020	DBLP DOI BibTeX RDF
19	Van Hai Do, Van Tuan Mai	Agent/Client Speech Identification for Mixed-Channel Conversation in Customer Service Call Centers.	IALP	2020	DBLP DOI BibTeX RDF
19	Eva Petitdemange	SAMUFLUX : une démarche outillée de diagnostic et d'amélioration à base de doubles numériques : application aux centres d'appels d'urgence de trois SAMU. (SAMUFLUX : a tool-based approach for diagnosis and improvement using digital twin : application to a cluster of three emergency call centers (SAMU)).		2020	RDF
19	Shan Gao 0002, Jie Zhang	Strategic Joining and Pricing Policies in a Retrial Queue With Orbital Search and Its Application to Call Centers.	IEEE Access	2019	DBLP DOI BibTeX RDF
19	Xuehua Sun	Multi-attribute intelligent queueing method for onboard call centers.	Clust. Comput.	2019	DBLP DOI BibTeX RDF
19	Jon Irastorza Manso, María Inés Torres	Tracking the Expression of Annoyance in Call Centers.	Cognitive Infocommunications, Theory and Applications	2019	DBLP DOI BibTeX RDF
19	Lynn Adonis, Salah Kabanda	Virtual Work in Developing Countries: The Case of South African Call centers.	SAICSIT	2019	DBLP DOI BibTeX RDF
19	David Griol, José Manuel Molina 0001, Araceli Sanchis	An Industrial Application of Soft Computing for the Design of Personalized Call Centers.	SOCO	2019	DBLP DOI BibTeX RDF
19	Seyed Morteza Emadi, Jayashankar M. Swaminathan	Customer Learning in Call Centers from Previous Waiting Experiences.	Oper. Res.	2018	DBLP DOI BibTeX RDF
19	Sujeong Choi	Organizational knowledge and information technology: the key resources for improving customer service in call centers.	Inf. Syst. E Bus. Manag.	2018	DBLP DOI BibTeX RDF
19	Jing Zan, John J. Hasenbein, David P. Morton, Vijay Mehrotra	Staffing call centers under arrival-rate uncertainty with Bayesian updates.	Oper. Res. Lett.	2018	DBLP DOI BibTeX RDF
19	Miao Yu, Jiafu Tang, Fanwen Kong, Chunguang Chang	Fluid models for call centers with delay announcement and retrials.	Knowl. Based Syst.	2018	DBLP DOI BibTeX RDF
19	Negin Mehrbod, António Grilo 0002, Aneesh Zutshi	Caller-Agent Pairing in Call Centers Using Machine Learning Techniques with Imbalanced Data.	ICE/ITMC	2018	DBLP DOI BibTeX RDF
19	Wenming Guo, Lihong Liang, Tianlang Deng	Topic mining for call centers based on A-LDA and distributed computing.	Concurr. Comput. Pract. Exp.	2017	DBLP DOI BibTeX RDF
19	Zeynep Aksin, Baris Ata, Seyed Morteza Emadi, Che-Lin Su	Impact of Delay Announcements in Call Centers: An Empirical Approach.	Oper. Res.	2017	DBLP DOI BibTeX RDF
19	Gamze Kilincli Taskiran, Xinhui Zhang	Mathematical models and solution approach for cross-training staff scheduling at call centers.	Comput. Oper. Res.	2017	DBLP DOI BibTeX RDF
19	Benjamin Legros, Sihan Ding, Rob van der Mei, Oualid Jouini	Call centers with a postponed callback offer.	OR Spectr.	2017	DBLP DOI BibTeX RDF
19	Verónica Rivera-Pelayo, Angela Fessl, Lars Müller 0001, Viktoria Pammer	Introducing Mood Self-Tracking at Work: Empirical Insights from Call Centers.	ACM Trans. Comput. Hum. Interact.	2017	DBLP DOI BibTeX RDF
19	Miao Yu, Jun Gong, Jiafu Tang, Fanwen Kong	Delay announcements for call centers with hyperexponential patience modeling.	Ind. Manag. Data Syst.	2017	DBLP DOI BibTeX RDF
19	Jing Liu, Yingnan Zhang, Jin Hu, Xiang Xie, Shilei Huang	A Fast-training Approach Using ELM for Satisfaction Analysis of Call Centers.	ICMLSC	2017	DBLP DOI BibTeX RDF
19	Yiting Guo, Yilin Li, Qiang Wei, Sean Xin Xu	IT-Enabled Role Playing in Service Encounter: Design a Customer Emotion Management System in Call Centers.	ICIS	2017	DBLP BibTeX RDF
19	Boris N. Oreshkin, Nazim Régnard, Pierre L'Ecuyer	Rate-Based Daily Arrival Process Models with Application to Call Centers.	Oper. Res.	2016	DBLP DOI BibTeX RDF
19	Junxiang Li, Yafen Liu, Fugee Tsung, Jiazhen Huo, Qiang Su	Statistical Monitoring of Service Levels and Staffing Adjustments for Call Centers.	Qual. Reliab. Eng. Int.	2016	DBLP DOI BibTeX RDF
19	Rouba Ibrahim, Pierre L'Ecuyer, Haipeng Shen, Mamadou Thiongane	Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers.	Eur. J. Oper. Res.	2016	DBLP DOI BibTeX RDF
19	Benjamin Legros, Oualid Jouini, Ger Koole	Optimal scheduling in call centers with a callback option.	Perform. Evaluation	2016	DBLP DOI BibTeX RDF
19	Shan Yu, Ryohei Kubota, Masaki Shobu, Ushio Sumita	Development and Analysis of Markov Chain Model for Optimally Allocating Operators at Call Centers.	IIAI-AAI	2016	DBLP DOI BibTeX RDF