Publication:
The modern call center: a multi-disciplinary perspective on operations management research

dc.contributor.coauthorArmony, Mor
dc.contributor.coauthorMehrotra, Vijay
dc.contributor.departmentDepartment of Business Administration
dc.contributor.kuauthorKaraesmen, Zeynep Akşin
dc.contributor.schoolcollegeinstituteCollege of Administrative Sciences and Economics
dc.date.accessioned2024-11-09T22:57:26Z
dc.date.issued2007
dc.description.abstractCall centers are an increasingly important part of today's business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many different industries. Call centers have been a fertile area for operations management researchers in several domains, including forecasting, capacity planning, queueing, and personnel scheduling. In addition, as telecommunications and information technology have advanced over the past several years, the operational challenges faced by call center managers have become more complicated. Issues associated with human resources management, sales, and marketing have also become increasingly relevant to call center operations and associated academic research. In this paper, we provide a survey of the recent literature on call center operations management. Along with traditional research areas, we pay special attention to new management challenges that have been caused by emerging technologies, to behavioral issues associated with both call center agents and customers, and to the interface between call center operations and sales and marketing. We identify a handful of broad themes for future investigation while also pointing out several very specific research opportunities.
dc.description.indexedbyWOS
dc.description.indexedbyScopus
dc.description.issue6
dc.description.openaccessYES
dc.description.publisherscopeInternational
dc.description.sponsoredbyTubitakEuN/A
dc.description.volume16
dc.identifier.doi10.1111/j.1937-5956.2007.tb00288.x
dc.identifier.eissn1937-5956
dc.identifier.issn1059-1478
dc.identifier.quartileQ1
dc.identifier.scopus2-s2.0-39449086730
dc.identifier.urihttps://doi.org/10.1111/j.1937-5956.2007.tb00288.x
dc.identifier.urihttps://hdl.handle.net/20.500.14288/7553
dc.identifier.wos252712700002
dc.keywordsCall centers
dc.keywordsStaffing
dc.keywordsSkill based routing
dc.keywordsPersonnel scheduling
dc.keywordsOutsourcing heavy-traffic limits
dc.keywordsImoatient customers
dc.keywordsService systems
dc.keywordsEmotional exhaustion
dc.keywordsAsymptotic analysis
dc.keywordsMultiserver queues
dc.keywordsScheduling control
dc.keywordsAdmission control
dc.keywordsQueuing-systems
dc.keywordsContact centers
dc.language.isoeng
dc.publisherWiley
dc.relation.ispartofProduction and Operations Management
dc.subjectEngineering
dc.subjectManufacturing
dc.subjectOperations research management science
dc.titleThe modern call center: a multi-disciplinary perspective on operations management research
dc.typeReview
dspace.entity.typePublication
local.contributor.kuauthorKaraesmen, Zeynep Akşin
local.publication.orgunit1College of Administrative Sciences and Economics
local.publication.orgunit2Department of Business Administration
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relation.isOrgUnitOfPublication.latestForDiscoveryca286af4-45fd-463c-a264-5b47d5caf520
relation.isParentOrgUnitOfPublication972aa199-81e2-499f-908e-6fa3deca434a
relation.isParentOrgUnitOfPublication.latestForDiscovery972aa199-81e2-499f-908e-6fa3deca434a

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