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Call center opportunities

Name

Automatic callcenter overflow retrieval system

Method and apparatus for recovering in-bound calls to a callcenter, which in-bound calls were directed to overflow. An embodiment of the inventive method includes the steps of: logging telephone numbers of in-bound calls that overflo...

Stars: 60 Updated: February 20th,2018

Barriers and facilitators influencing callcenter nurses' decision support for callers facing values-sensitive decisions: a mixed me...

Aims: To identify the barriers and facilitators influencing the provision of decision support by callcenter nurses to callers facing values-sensitive health decisions at a Canadian ...Nurses wanted educational opportunities to furth...

Stars: 179 Updated: February 20th,2018

System and method for recording voice and the data entered by a callcenter agent and retrieval of these communication streams for a...

The invention provides for a communications recording and analysis system including means for recording one or more communication streams, means for identifying the recorded stream, means for retrieving the content of said recordings ...

Stars: 174 Updated: February 20th,2018

Callcenter posting program

A method of scheduling remotely located callcenter agents comprising the steps of connecting a callcenter client and a remotely located callcenter agent by telephonic and digital means. A posting server having a scheduling database...

Stars: 34 Updated: February 20th,2018

Working conditions and health among female and male employees at a callcenter in Sweden.

The subjects reported poor support from their immediate supervisor, low control and limited opportunities to influence their work. A higher proportion of the callcenter group reported musculoskeletal symptoms.The callcenter operator...

Stars: 114 Updated: February 20th,2018

THE INDIAN CALLCENTER EXPERIENCE

This study examines the processes by which workers in a particular Indian callcenter located in Kolkata expanded on, ...(re)constructed and negotiated among an array of discourses that bracketed opportunities for particular identitie...

Stars: 42 Updated: February 20th,2018

The Final Opportunity: The Effectiveness of a Customer Relations CallCenter in Recovering Hotel Guests

The results of a phone survey suggest that positive customer responses to callcenter interactions might depend on the complaint responses and the perceived resolution of complaints. Full reimbursement and partial compensation had a s...

Stars: 133 Updated: February 20th,2018

Methods and systems for homogeneously routing and/or queueing callcenter customer interactions across media types

Methods, devices and systems for processing a customer interaction of any media type for assignment to at least one selected callcenter agent and/or to at least one selected queue coupled to at least one callcenter agent in a call c...

Stars: 147 Updated: February 20th,2018

When Promotions Meet Operations: Cross-Selling and Its Effect on CallCenter Performance

We study cross-selling operations in callcenters. The following questions are addressed: How many customer-service representatives are required (staffing), and when should cross-selling opportunities be exercised (control) in a way t...

Stars: 113 Updated: February 20th,2018

Cross-Selling in a CallCenter with a Heterogeneous Customer Population

This will eventually trade off the delay sensitivity and wait- ing time cost of each type against its potential revenue Gurvich et al.: Cross-Selling in a CallCenter with a ... whereas in the second case, it involves forgoing profita...

Stars: 91 Updated: February 20th,2018

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