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Venues (Conferences, Journals, ...)
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GrowBag graphs for keyword ? (Num. hits/coverage)
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The graphs summarize 115 occurrences of 91 keywords
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Results
Found 237 publication records. Showing 237 according to the selection in the facets
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Business Process Management ![In: Business Process Management, 4th International Conference, BPM 2006, Vienna, Austria, September 5-7, 2006, Proceedings, pp. 306-321, 2006, Springer, 3-540-38901-6. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Ann. Oper. Res. ![In: Ann. Oper. Res. 113(1-4), pp. 41-59, 2002. The full citation details ...](Pics/full.jpeg) |
2002 |
DBLP DOI BibTeX RDF |
queueing models, call centers |
67 | Alexander Holland 0001 |
Modeling Uncertainty in Decision Support Systems for Customer Call Center. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Fuzzy Days ![In: Computational Intelligence, Theory and Applications, International Conference 8th Fuzzy Days, Dortmund, Germany, Sept. 29 - Oct. 01, 2004, pp. 763-770, 2004, Springer, 978-3-540-22807-3. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
AIS ![In: Artificial Intelligence and Simulation, 13th International Conference on AI, Simulation, and Planning in High Autonomy Systems, AIS 2004, Jeju Island, Korea, October 4-6, 2004, Revised Selected Papers, pp. 390-399, 2004, Springer, 3-540-24476-X. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CHIMIT ![In: Proceedings of the 3rd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHIMIT 2009, Baltimore, Maryland, USA, November 7-8, 2009, 2009, ACM, 978-1-60558-572-7. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
VALUETOOLS ![In: Proceedings of the 1st International Conference on Performance Evaluation Methodolgies and Tools, VALUETOOLS 2006, Pisa, Italy, October 11-13, 2006, pp. 66, 2006, ACM, 1-59593-504-5. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Queueing Syst. Theory Appl. ![In: Queueing Syst. Theory Appl. 51(3-4), pp. 361-402, 2005. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
HCI (17) ![In: Ergonomics and Health Aspects of Work with Computers, International Conference, EHAWC 2007, Held as Part of HCI International 2007, Beijing, China, July 22-27, 2007, Proceedings, pp. 48-56, 2007, Springer, 978-3-540-73332-4. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
HICSS ![In: 32nd Annual Hawaii International Conference on System Sciences (HICSS-32), January 5-8, 1999, Maui, Hawaii, USA, 1999, IEEE Computer Society, 0-7695-0001-3. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
WSC ![In: Proceedings of the 35th Winter Simulation Conference: Driving Innovation, New Orleans, Louisiana, USA, December 7-10, 2003, pp. 1813-1816, 2003, IEEE Computer Society, 0-7803-8132-7. The full citation details ...](Pics/full.jpeg) |
2003 |
DBLP DOI BibTeX RDF |
|
41 | Maryam Fanaeepour, Leila Naghavian, Mohammad Abdollahi Azgomi |
Modeling and Evaluation of Call Centers with GSPN Models. ![Search on Bibsonomy](Pics/bibsonomy.png) |
AICCSA ![In: 2007 IEEE/ACS International Conference on Computer Systems and Applications (AICCSA 2007), 13-16 May 2007, Amman, Jordan, pp. 619-622, 2007, IEEE Computer Society, 1-4244-1030-4. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CHI ![In: Proceedings of the CHI 2002 Conference on Human Factors in Computing Systems: Changing our World, Changing ourselves, Minneapolis, Minnesota, USA, April 20-25, 2002., pp. 283-290, 2002, ACM, 1-58113-453-3. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
HCI (8) ![In: Human Interface and the Management of Information. Designing Information Environments, Symposium on Human Interface 2009, Held as Part of HCI International 2009, San Diego, CA, USA, July 19-24, 2009, Procceedings, Part I, pp. 40-48, 2009, Springer, 978-3-642-02555-6. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
WSC ![In: Proceedings of the Winter Simulation Conference, WSC 2007, Washington, DC, USA, December 9-12, 2007, pp. 2247-2251, 2007, WSC, 1-4244-1306-0. The full citation details ...](Pics/full.jpeg) |
2007 |
DBLP DOI BibTeX RDF |
|
38 | Athanassios N. Avramidis, Pierre L'Ecuyer |
Modeling and simulation of call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
WSC ![In: Proceedings of the 37th Winter Simulation Conference, Orlando, FL, USA, December 4-7, 2005, pp. 144-152, 2005, IEEE Computer Society, 0-7803-9519-0. The full citation details ...](Pics/full.jpeg) |
2005 |
DBLP DOI BibTeX RDF |
|
36 | Mor Armony |
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Queueing Syst. Theory Appl. ![In: Queueing Syst. Theory Appl. 51(3-4), pp. 287-329, 2005. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Queueing Syst. Theory Appl. ![In: Queueing Syst. Theory Appl. 51(3-4), pp. 249-285, 2005. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICME ![In: Proceedings of the 2005 IEEE International Conference on Multimedia and Expo, ICME 2005, July 6-9, 2005, Amsterdam, The Netherlands, pp. 944-947, 2005, IEEE Computer Society, 0-7803-9331-7. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
NEW2AN ![In: Smart Spaces and Next Generation Wired/Wireless Networking, 9th International Conference, NEW2AN 2009 and Second Conference on Smart Spaces, ruSMART 2009, St. Petersburg, Russia, September 15-18, 2009. Proceedings, pp. 154-167, 2009, Springer, 978-3-642-04188-4. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IDA ![In: Advances in Intelligent Data Analysis VIII, 8th International Symposium on Intelligent Data Analysis, IDA 2009, Lyon, France, August 31 - September 2, 2009. Proceedings, pp. 143-154, 2009, Springer, 978-3-642-03914-0. The full citation details ...](Pics/full.jpeg) |
2009 |
DBLP DOI BibTeX RDF |
|
31 | Chiaki Hishinuma, Masaaki Kanakubo, Takuma Goto |
An Agent Scheduling Optimization for Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
APSCC ![In: Proceedings of The 2nd IEEE Asia-Pacific Services Computing Conference, APSCC 2007, December 11-14, 2007, Tsukuba Science City, Japan, pp. 423-430, 2007, IEEE Computer Society, 0-7695-3051-6. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
AAAI/IAAI ![In: Proceedings of the Eighteenth National Conference on Artificial Intelligence and Fourteenth Conference on Innovative Applications of Artificial Intelligence, July 28 - August 1, 2002, Edmonton, Alberta, Canada., pp. 822-829, 2002, AAAI Press / The MIT Press. The full citation details ...](Pics/full.jpeg) |
2002 |
DBLP BibTeX RDF |
|
28 | Sérgio Jorge, Carlos Pereira, Paulo Novais |
Intelligent Call Routing for Telecommunications Call-Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IDEAL (1) ![In: Intelligent Data Engineering and Automated Learning - IDEAL 2020 - 21st International Conference, Guimaraes, Portugal, November 4-6, 2020, Proceedings, Part I, pp. 316-328, 2020, Springer, 978-3-030-62361-6. The full citation details ...](Pics/full.jpeg) |
2020 |
DBLP DOI BibTeX RDF |
|
28 | Sandjai Bhulai |
Nearest Neighbour Algorithms for Forecasting Call Arrivals in Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
KES-IDT ![In: Intelligent Decision Technologies - Proceedings of the 7th KES International Conference on Intelligent Decision Technologies (KES-IDT 2015), Sorrento, Italy, June 17-19, 2015, pp. 77-87, 2015, Springer, 978-3-319-19856-9. The full citation details ...](Pics/full.jpeg) |
2015 |
DBLP DOI BibTeX RDF |
|
28 | Dongyuan Zhan, Amy R. Ward |
Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Manuf. Serv. Oper. Manag. ![In: Manuf. Serv. Oper. Manag. 16(2), pp. 220-237, 2014. The full citation details ...](Pics/full.jpeg) |
2014 |
DBLP DOI BibTeX RDF |
|
28 | Tuan Phung-Duc, Ken'ichi Kawanishi |
Performance analysis of call centers with abandonment, retrial and after-call work. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Perform. Evaluation ![In: Perform. Evaluation 80, pp. 43-62, 2014. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CP ![In: Principles and Practice of Constraint Programming - 20th International Conference, CP 2014, Lyon, France, September 8-12, 2014. Proceedings, pp. 862-869, 2014, Springer, 978-3-319-10427-0. The full citation details ...](Pics/full.jpeg) |
2014 |
DBLP DOI BibTeX RDF |
|
28 | Amel Jaoua, Pierre L'Ecuyer, Louis Delorme |
Call-type dependence in multiskill call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Simul. ![In: Simul. 89(6), pp. 722-734, 2013. The full citation details ...](Pics/full.jpeg) |
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]. ![Search on Bibsonomy](Pics/bibsonomy.png) |
STIL ![In: Proceedings of the 9th Brazilian Symposium in Information and Human Language Technology, STIL 2013, Fortaleza, Brazil, October 21-23, 2013, 2013, Brazilian Computer Society. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
INTERSPEECH ![In: INTERSPEECH 2009, 10th Annual Conference of the International Speech Communication Association, Brighton, United Kingdom, September 6-10, 2009, pp. 292-295, 2009, ISCA. The full citation details ...](Pics/full.jpeg) |
2009 |
DBLP DOI BibTeX RDF |
|
28 | Woosung Kim |
Online call quality monitoring for automating agent-based call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
INTERSPEECH ![In: INTERSPEECH 2007, 8th Annual Conference of the International Speech Communication Association, Antwerp, Belgium, August 27-31, 2007, pp. 130-133, 2007, ISCA. The full citation details ...](Pics/full.jpeg) |
2007 |
DBLP DOI BibTeX RDF |
|
28 | Sandjai Bhulai, Ger Koole |
A queueing model for call blending in call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IEEE Trans. Autom. Control. ![In: IEEE Trans. Autom. Control. 48(8), pp. 1434-1438, 2003. The full citation details ...](Pics/full.jpeg) |
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). ![Search on Bibsonomy](Pics/bibsonomy.png) |
i-com ![In: i-com 1(3), pp. 4-11, 2002. The full citation details ...](Pics/full.jpeg) |
2002 |
DBLP DOI BibTeX RDF |
|
28 | Rouba Ibrahim, Ward Whitt |
REal-time delay estimation in call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
WSC ![In: Proceedings of the 2008 Winter Simulation Conference, Global Gateway to Discovery, WSC 2008, InterContinental Hotel, Miami, Florida, USA, December 7-10, 2008, pp. 2876-2883, 2008, WSC, 978-1-4244-2708-6. The full citation details ...](Pics/full.jpeg) |
2008 |
DBLP DOI BibTeX RDF |
|
28 | Thomas R. Robbins, Terry P. Harrison |
A simulation based scheduling model for call centers with uncertain arrival rates. ![Search on Bibsonomy](Pics/bibsonomy.png) |
WSC ![In: Proceedings of the 2008 Winter Simulation Conference, Global Gateway to Discovery, WSC 2008, InterContinental Hotel, Miami, Florida, USA, December 7-10, 2008, pp. 2884-2890, 2008, WSC, 978-1-4244-2708-6. The full citation details ...](Pics/full.jpeg) |
2008 |
DBLP DOI BibTeX RDF |
|
27 | Thiago Barroero, Gianmario Motta, Marco Durante |
Sustainable Service Level Agreements. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IEEE SCC ![In: IEEE International Conference on Services Computing, SCC 2011, Washington, DC, USA, 4-9 July, 2011, pp. 679-684, 2011, IEEE Computer Society, 978-1-4577-0863-3. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
HIS ![In: 8th International Conference on Hybrid Intelligent Systems (HIS 2008), September 10-12, 2008, Barcelona, Spain, pp. 923-926, 2008, IEEE Computer Society, 978-0-7695-3326-1. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
TSD ![In: Text, Speech and Dialogue, 11th International Conference, TSD 2008, Brno, Czech Republic, September 8-12, 2008. Proceedings, pp. 585-592, 2008, Springer, 978-3-540-87390-7. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Queueing Syst. Theory Appl. ![In: Queueing Syst. Theory Appl. 52(4), pp. 251-260, 2006. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CIKM ![In: Proceedings of the 2005 ACM CIKM International Conference on Information and Knowledge Management, Bremen, Germany, October 31 - November 5, 2005, pp. 453-459, 2005, ACM, 1-59593-140-6. The full citation details ...](Pics/full.jpeg) |
2005 |
DBLP DOI BibTeX RDF |
automatic speech recognition, call centers |
27 | Robert C. Hampshire, William A. Massey |
Variational optimization for call center staffing. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Richard Tapia Celebration of Diversity in Computing Conference ![In: Proceedings of the Richard Tapia Celebration of Diversity in Computing Conference 2005, Albuquerque, New Mexico, USA, October 19-22, 2005, pp. 4-6, 2005, ACM, 1-59593-257-7. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Ann. Oper. Res. ![In: Ann. Oper. Res. 127(1-4), pp. 333-358, 2004. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Queueing Syst. Theory Appl. ![In: Queueing Syst. Theory Appl. 47(1-2), pp. 117-146, 2004. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IEEE SCC ![In: 2006 IEEE International Conference on Services Computing (SCC 2006), 18-22 September 2006, Chicago, Illinois, USA, pp. 261-264, 2006, IEEE Computer Society, 0-7695-2670-5. The full citation details ...](Pics/full.jpeg) |
2006 |
DBLP DOI BibTeX RDF |
|
25 | Miroslav Popovic, Vladimir Kovacevic |
An Approach to Internet-Based Virtual Call Center Implementation. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICN (1) ![In: Networking - ICN 2001, First International Conference, Colmar, France, July 9-13, 2001 Proceedings, Part 1, pp. 75-84, 2001, Springer, 3-540-42302-8. The full citation details ...](Pics/full.jpeg) |
2001 |
DBLP DOI BibTeX RDF |
|
22 | Anup Chalamalla, Sumit Negi, L. Venkata Subramaniam, Ganesh Ramakrishnan |
Identification of class specific discourse patterns. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CIKM ![In: Proceedings of the 17th ACM Conference on Information and Knowledge Management, CIKM 2008, Napa Valley, California, USA, October 26-30, 2008, pp. 1193-1202, 2008, ACM, 978-1-59593-991-3. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IEA/AIE ![In: Innovations in Applied Artificial Intelligence, 17th International Conference on Industrial and Engineering Applications of Artificial Intelligence and Expert Systems, IEA/AIE 2004, Ottawa, Canada, May 17-20, 2004. Proceedings, pp. 1092-1101, 2004, Springer, 3-540-22007-0. The full citation details ...](Pics/full.jpeg) |
2004 |
DBLP DOI BibTeX RDF |
|
21 | Lutz M. Wegner, Heinz W. Schmidt |
Shared XML Documents in Service Centers of the Future. ![Search on Bibsonomy](Pics/bibsonomy.png) |
WISE (2) ![In: WISE 2000, Proceedings of the First International Conference on Web Information Systems Engineering, Volume II, Hong Kong, China, June 19-21, 2000, pp. 105-112, 2000, IEEE Computer Society. The full citation details ...](Pics/full.jpeg) |
2000 |
DBLP DOI BibTeX RDF |
|
19 | Natsuki Hamada, Kazuhiro Saito, Hideyuki Kawashima |
Applying Quantum Annealing for Shift Scheduling Problem for Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Int. J. Netw. Comput. ![In: Int. J. Netw. Comput. 13(1), pp. 2-17, 2023. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CoRR ![In: CoRR abs/2305.08594, 2023. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
AIAI (1) ![In: Artificial Intelligence Applications and Innovations - 19th IFIP WG 12.5 International Conference, AIAI 2023, León, Spain, June 14-17, 2023, Proceedings, Part I, pp. 214-224, 2023, Springer, 978-3-031-34110-6. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Manag. Sci. ![In: Manag. Sci. 68(4), pp. 2806-2823, 2022. The full citation details ...](Pics/full.jpeg) |
2022 |
DBLP DOI BibTeX RDF |
|
19 | Jamie Woodcock |
Artificial intelligence at work: The problem of managerial control from call centers to transport platforms. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Frontiers Artif. Intell. ![In: Frontiers Artif. Intell. 5, 2022. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Manuf. Serv. Oper. Manag. ![In: Manuf. Serv. Oper. Manag. 24(2), pp. 1002-1020, 2022. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CoRR ![In: CoRR abs/2202.02752, 2022. The full citation details ...](Pics/full.jpeg) |
2022 |
DBLP BibTeX RDF |
|
19 | Chenyu Hou, Bin Cao 0004, Jing Fan |
A data-driven method to predict service level for call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IET Commun. ![In: IET Commun. 16(10), pp. 1241-1252, 2022. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Comput. Ind. Eng. ![In: Comput. Ind. Eng. 171, pp. 108312, 2022. The full citation details ...](Pics/full.jpeg) |
2022 |
DBLP DOI BibTeX RDF |
|
19 | Tien Thanh Dam, Thuy Anh Ta, Tien Mai |
Joint chance-constrained staffing optimization in multi-skill call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
J. Comb. Optim. ![In: J. Comb. Optim. 44(1), pp. 354-378, 2022. The full citation details ...](Pics/full.jpeg) |
2022 |
DBLP DOI BibTeX RDF |
|
19 | Davis Nicmanis, Askars Salimbajevs |
Spoken Dialogue System for Call Centers with Expressive Speech Synthesis. ![Search on Bibsonomy](Pics/bibsonomy.png) |
INTERSPEECH ![In: Interspeech 2022, 23rd Annual Conference of the International Speech Communication Association, Incheon, Korea, 18-22 September 2022., pp. 5215-5216, 2022, ISCA. The full citation details ...](Pics/full.jpeg) |
2022 |
DBLP BibTeX RDF |
|
19 | Xavier Allamigeon, Marin Boyet, Stéphane Gaubert |
Computing Transience Bounds of Emergency Call Centers: A Hierarchical Timed Petri Net Approach. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Petri Nets ![In: Application and Theory of Petri Nets and Concurrency - 43rd International Conference, PETRI NETS 2022, Bergen, Norway, June 19-24, 2022, Proceedings, pp. 90-112, 2022, Springer, 978-3-031-06652-8. The full citation details ...](Pics/full.jpeg) |
2022 |
DBLP DOI BibTeX RDF |
|
19 | Yajing Feng |
Multimodal Representations and Assessments of Emotional Fluctuations of Speakers in Call Centers Conversations. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICMI ![In: International Conference on Multimodal Interaction, ICMI 2022, Bengaluru, India, November 7-11, 2022, pp. 724-729, 2022, ACM, 978-1-4503-9390-4. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
WSC ![In: Winter Simulation Conference, WSC 2022, Singapore, December 11-14, 2022, pp. 3087-3098, 2022, IEEE, 978-1-6654-7661-4. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
MIE ![In: Challenges of Trustable AI and Added-Value on Health - Proceedings of MIE 2022, Medical Informatics Europe, Nice, France, May 27-30, 2022., pp. 425-429, 2022, IOS Press, 978-1-64368-284-6. The full citation details ...](Pics/full.jpeg) |
2022 |
DBLP DOI BibTeX RDF |
|
19 | Xavier Allamigeon, Marin Boyet, Stéphane Gaubert |
Piecewise Affine Dynamical Models of Petri Nets - Application to Emergency Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Fundam. Informaticae ![In: Fundam. Informaticae 183(3-4), pp. 169-201, 2021. The full citation details ...](Pics/full.jpeg) |
2021 |
DBLP DOI BibTeX RDF |
|
19 | Alakbar Valizada, Natavan Akhundova, Samir Rustamov |
Development of Speech Recognition Systems in Emergency Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Symmetry ![In: Symmetry 13(4), pp. 634, 2021. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
CoRR ![In: CoRR abs/2110.14957, 2021. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Eur. J. Oper. Res. ![In: Eur. J. Oper. Res. 293(3), pp. 966-979, 2021. The full citation details ...](Pics/full.jpeg) |
2021 |
DBLP DOI BibTeX RDF |
|
19 | Sai Guruju, Jithendra Vepa |
Addressing Compliance in Call Centers with Entity Extraction. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Interspeech ![In: Interspeech 2021, 22nd Annual Conference of the International Speech Communication Association, Brno, Czechia, 30 August - 3 September 2021., pp. 2347-2348, 2021, ISCA. The full citation details ...](Pics/full.jpeg) |
2021 |
DBLP BibTeX RDF |
|
19 | Théo Deschamps-Berger |
Emotion Recognition In Emergency Call Centers: The challenge of real-life emotions. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ACII (Workshops and Demos) ![In: 2021 9th International Conference on Affective Computing and Intelligent Interaction, ACII 2021 - Workshops and Demos, Nara, Japan, September 28 - Oct. 1, 2021, pp. 1-5, 2021, IEEE, 978-1-6654-0021-3. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ACII ![In: 9th International Conference on Affective Computing and Intelligent Interaction, ACII 2021, Nara, Japan, September 28 - Oct. 1, 2021, pp. 1-8, 2021, IEEE, 978-1-6654-0019-0. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICORES (Selected Papers) ![In: Operations Research and Enterprise Systems - 9th International Conference, ICORES 2020, Valetta, Malta, February 22-24, 2020, and 10th International Conference, ICORES 2021, Virtual Event, February 4-6, 2021, Revised Selected Papers, pp. 83-106, 2021, Springer, 978-3-031-10724-5. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IEEE Trans. Engineering Management ![In: IEEE Trans. Engineering Management 67(3), pp. 568-581, 2020. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Petri Nets ![In: Application and Theory of Petri Nets and Concurrency - 41st International Conference, PETRI NETS 2020, Paris, France, June 24-25, 2020, Proceedings, pp. 260-279, 2020, Springer, 978-3-030-51830-1. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ISCRAM ![In: 17th International Conference on Information Systems for Crisis Response and Management, ISCRAM 2020, May 2020., pp. 218-227, 2020, ISCRAM Digital Library, 978-1-949373-27-1. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICORES ![In: Proceedings of the 9th International Conference on Operations Research and Enterprise Systems, ICORES 2020, Valletta, Malta, February 22-24, 2020., pp. 100-108, 2020, SCITEPRESS, 978-989-758-396-4. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IALP ![In: International Conference on Asian Language Processing, IALP 2020, Kuala Lumpur, Malaysia, December 4-6, 2020, pp. 197-200, 2020, IEEE, 978-1-7281-7689-5. The full citation details ...](Pics/full.jpeg) |
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)). ![Search on Bibsonomy](Pics/bibsonomy.png) |
|
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IEEE Access ![In: IEEE Access 7, pp. 129317-129326, 2019. The full citation details ...](Pics/full.jpeg) |
2019 |
DBLP DOI BibTeX RDF |
|
19 | Xuehua Sun |
Multi-attribute intelligent queueing method for onboard call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Clust. Comput. ![In: Clust. Comput. 22(Supplement), pp. 5207-5215, 2019. The full citation details ...](Pics/full.jpeg) |
2019 |
DBLP DOI BibTeX RDF |
|
19 | Jon Irastorza Manso, María Inés Torres |
Tracking the Expression of Annoyance in Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Cognitive Infocommunications, Theory and Applications ![In: Cognitive Infocommunications, Theory and Applications, pp. 131-151, 2019, Springer, 978-3-319-95995-5. The full citation details ...](Pics/full.jpeg) |
2019 |
DBLP DOI BibTeX RDF |
|
19 | Lynn Adonis, Salah Kabanda |
Virtual Work in Developing Countries: The Case of South African Call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
SAICSIT ![In: Proceedings of the South African Institute of Computer Scientists and Information Technologists, SAICSIT 2019, Skukuza, South Africa, September 17-18, 2019, pp. 35:1-35:9, 2019, ACM, 978-1-4503-7265-7. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
SOCO ![In: 14th International Conference on Soft Computing Models in Industrial and Environmental Applications (SOCO 2019) - Seville, Spain, May 13-15, 2019, Proceedings, pp. 463-472, 2019, Springer, 978-3-030-20054-1. The full citation details ...](Pics/full.jpeg) |
2019 |
DBLP DOI BibTeX RDF |
|
19 | Seyed Morteza Emadi, Jayashankar M. Swaminathan |
Customer Learning in Call Centers from Previous Waiting Experiences. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Oper. Res. ![In: Oper. Res. 66(5), pp. 1433-1456, 2018. The full citation details ...](Pics/full.jpeg) |
2018 |
DBLP DOI BibTeX RDF |
|
19 | Sujeong Choi |
Organizational knowledge and information technology: the key resources for improving customer service in call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Inf. Syst. E Bus. Manag. ![In: Inf. Syst. E Bus. Manag. 16(1), pp. 187-203, 2018. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Oper. Res. Lett. ![In: Oper. Res. Lett. 46(4), pp. 379-384, 2018. The full citation details ...](Pics/full.jpeg) |
2018 |
DBLP DOI BibTeX RDF |
|
19 | Miao Yu, Jiafu Tang, Fanwen Kong, Chunguang Chang |
Fluid models for call centers with delay announcement and retrials. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Knowl. Based Syst. ![In: Knowl. Based Syst. 149, pp. 99-109, 2018. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICE/ITMC ![In: 2018 IEEE International Conference on Engineering, Technology and Innovation (ICE/ITMC), Stuttgart, Germany, June 17-20, 2018, pp. 1-6, 2018, IEEE, 978-1-5386-1469-3. The full citation details ...](Pics/full.jpeg) |
2018 |
DBLP DOI BibTeX RDF |
|
19 | Wenming Guo, Lihong Liang, Tianlang Deng |
Topic mining for call centers based on A-LDA and distributed computing. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Concurr. Comput. Pract. Exp. ![In: Concurr. Comput. Pract. Exp. 29(3), 2017. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Oper. Res. ![In: Oper. Res. 65(1), pp. 242-265, 2017. The full citation details ...](Pics/full.jpeg) |
2017 |
DBLP DOI BibTeX RDF |
|
19 | Gamze Kilincli Taskiran, Xinhui Zhang |
Mathematical models and solution approach for cross-training staff scheduling at call centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Comput. Oper. Res. ![In: Comput. Oper. Res. 87, pp. 258-269, 2017. The full citation details ...](Pics/full.jpeg) |
2017 |
DBLP DOI BibTeX RDF |
|
19 | Benjamin Legros, Sihan Ding, Rob van der Mei, Oualid Jouini |
Call centers with a postponed callback offer. ![Search on Bibsonomy](Pics/bibsonomy.png) |
OR Spectr. ![In: OR Spectr. 39(4), pp. 1097-1125, 2017. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ACM Trans. Comput. Hum. Interact. ![In: ACM Trans. Comput. Hum. Interact. 24(1), pp. 3:1-3:28, 2017. The full citation details ...](Pics/full.jpeg) |
2017 |
DBLP DOI BibTeX RDF |
|
19 | Miao Yu, Jun Gong, Jiafu Tang, Fanwen Kong |
Delay announcements for call centers with hyperexponential patience modeling. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Ind. Manag. Data Syst. ![In: Ind. Manag. Data Syst. 117(6), pp. 1037-1057, 2017. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICMLSC ![In: Proceedings of the 2017 International Conference on Machine Learning and Soft Computing, ICMLSC 2017, Ho Chi Minh City, Vietnam, January 13-16, 2017, pp. 143-147, 2017, ACM, 978-1-4503-4828-7. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
ICIS ![In: Proceedings of the International Conference on Information Systems - Transforming Society with Digital Innovation, ICIS 2017, Seoul, South Korea, December 10-13, 2017, 2017, Association for Information Systems. The full citation details ...](Pics/full.jpeg) |
2017 |
DBLP BibTeX RDF |
|
19 | Boris N. Oreshkin, Nazim Régnard, Pierre L'Ecuyer |
Rate-Based Daily Arrival Process Models with Application to Call Centers. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Oper. Res. ![In: Oper. Res. 64(2), pp. 510-527, 2016. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Qual. Reliab. Eng. Int. ![In: Qual. Reliab. Eng. Int. 32(8), pp. 2813-2821, 2016. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Eur. J. Oper. Res. ![In: Eur. J. Oper. Res. 250(2), pp. 480-492, 2016. The full citation details ...](Pics/full.jpeg) |
2016 |
DBLP DOI BibTeX RDF |
|
19 | Benjamin Legros, Oualid Jouini, Ger Koole |
Optimal scheduling in call centers with a callback option. ![Search on Bibsonomy](Pics/bibsonomy.png) |
Perform. Evaluation ![In: Perform. Evaluation 95, pp. 1-40, 2016. The full citation details ...](Pics/full.jpeg) |
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. ![Search on Bibsonomy](Pics/bibsonomy.png) |
IIAI-AAI ![In: 5th IIAI International Congress on Advanced Applied Informatics, IIAI-AAI 2016, Kumamoto, Japan, July 10-14, 2016, pp. 462-467, 2016, IEEE Computer Society, 978-1-4673-8985-3. The full citation details ...](Pics/full.jpeg) |
2016 |
DBLP DOI BibTeX RDF |
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