Performance analysis and optimization in customer contact centers

XXIV International Conference of the Chilean Computer Science Society ◽

10.1109/qest.2004.1348010 ◽

2004 ◽

Author(s):

G. Koole

Keyword(s):

Performance Analysis ◽

Customer Contact ◽

Contact Centers

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Value-Based Routing and Preference-Based Routing in Customer Contact Centers

Production and Operations Management ◽

10.1111/j.1937-5956.2007.tb00259.x ◽

2009 ◽

Vol 16 (3) ◽

pp. 277-291 ◽

Author(s):

Michael E. Sisselman ◽

Ward Whitt

Keyword(s):

Customer Contact ◽

Contact Centers

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The ins and outs of customer contact centers

Human Resource Management International Digest ◽

10.1108/hrmid.2010.04418fad.004 ◽

2010 ◽

Vol 18 (6) ◽

Author(s):

A. Fox

Keyword(s):

Customer Contact ◽

Contact Centers

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On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design

Operations Research ◽

10.1287/opre.1030.0088 ◽

2004 ◽

Vol 52 (2) ◽

pp. 271-292 ◽

Author(s):

Mor Armony ◽

Constantinos Maglaras

Keyword(s):

System Design ◽

Customer Contact ◽

Contact Centers

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Implementing Cloud Technologies to Optimize Customer Contact Centers Operation

2019 9th International Conference on Advanced Computer Information Technologies (ACIT) ◽

10.1109/acitt.2019.8779898 ◽

2019 ◽

Author(s):

Vladyslav Holubiev ◽

Iryna Voytyuk ◽

Andriy Pukas ◽

Volodymyr Simashko ◽

Yaroslav Shpak ◽

...

Keyword(s):

Customer Contact ◽

Contact Centers ◽

Cloud Technologies

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Managing the performance of outsourced customer contact centers

Journal of Purchasing and Supply Management ◽

10.1016/j.pursup.2008.04.002 ◽

2008 ◽

Vol 14 (3) ◽

pp. 160-169 ◽

Author(s):

Wendy L. Tate ◽

Wendy van der Valk

Keyword(s):

Customer Contact ◽

Contact Centers

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Performance Analysis of Communications Networks and Systems

10.1017/cbo9780511616488 ◽

2006 ◽

Author(s):

Piet Van Mieghem

Keyword(s):

Performance Analysis ◽

Communications Networks

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Human Performance Analysis Tool (HPAT)

PsycEXTRA Dataset ◽

10.1037/e564862012-056 ◽

2009 ◽

Author(s):

Milt Stretton

Keyword(s):

Performance Analysis ◽

Human Performance ◽

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Performance analysis of a slow FH/MFSK acquisition scheme in random partial band noise jamming

IEE Proceedings - Communications ◽

10.1049/ip-com:19941464 ◽

1994 ◽

Vol 141 (6) ◽

pp. 396

Author(s):

C.-D. Chung

Keyword(s):

Performance Analysis ◽

Acquisition Scheme ◽

Partial Band Noise Jamming

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Performance analysis of phase-locked loops in the frequency search mode of operation

IEE Proceedings G Circuits Devices and Systems ◽

10.1049/ip-g-2.1991.0068 ◽

1991 ◽

Vol 138 (3) ◽

pp. 418

Author(s):

P. Hasan

Keyword(s):

Performance Analysis ◽

Phase Locked Loops ◽

Search Mode ◽

Mode Of Operation ◽

Frequency Search

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Performance analysis and improved detection for DMSK with nonredundant error correction

IEE Proceedings I Communications Speech and Vision ◽

10.1049/ip-i-2.1990.0057 ◽

1990 ◽

Vol 137 (6) ◽

pp. 431

Author(s):

H. Weining

Keyword(s):

Performance Analysis ◽

Error Correction

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