Scholars' Mine
Missouri S&T
Research Repository
Curtis Laws Wilson Library
400 W. 14th Street
Rolla, MO 65409-0060
scholarsmine@mst.edu
| Title: | Reengineering call center operations using simulation |
| Author (s): | Min, Hokey Yu, Vincent (Wen-Bin) |
| Department/Lab Affiliations: | Business & Information Technology Information Science & Technology |
| Keywords: | call centers customer service reengineering simulation |
| Issue Date: | 2008 |
| Publisher: | Inderscience |
| Citation: | Min, Hokey., and Yu, Vincent(Wen-Bin). "Reengineering Call Center Operations Using Simulation." International Journal of Service Technology and Management, (2008). |
| Abstract: | In today's customer-centric business environment, a company's ability to adapt customer needs and requirements often dictates its competitiveness and long-term profitability. Owing to the increasing importance of customer satisfaction and its link to company survival, this paper focuses on the typical call centre environment in which customer service inquiries should be answered in a courteous, fast and orderly fashion, while fully utilising the given number of telephone service representatives. This paper also develops a simulation model that validates the reengineering efforts of the real-world company to improve its call centre operations. |
| Type: | Article - Journal text |
| In Title: | International Journal of Service Technology and Management |
| Copyright Notice: | This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author's copyright. In most cases, these works may not be reposted without the explicit permission of the copyright holder. Pre-print: author cannot archive; Post-print: author can archive; FULL COPYRIGHT INFORMATION: |
| Publisher URL: | |
| Link to this page: |
| title | Reengineering call center operations using simulation |
| contributor.author | Min, Hokey |
| contributor.author | Yu, Vincent (Wen-Bin) |
| contributor.deptlab | Business & Information Technology |
| contributor.deptlab | Information Science & Technology |
| subject | call centers |
| subject | customer service |
| subject | reengineering |
| subject | simulation |
| date.issued | 2008 |
| publisher | Inderscience |
| identifier.citation | Min, Hokey., and Yu, Vincent(Wen-Bin). "Reengineering Call Center Operations Using Simulation." International Journal of Service Technology and Management, (2008). |
| identifier.pub.URI | |
| description.abstract | In today's customer-centric business environment, a company's ability to adapt customer needs and requirements often dictates its competitiveness and long-term profitability. Owing to the increasing importance of customer satisfaction and its link to company survival, this paper focuses on the typical call centre environment in which customer service inquiries should be answered in a courteous, fast and orderly fashion, while fully utilising the given number of telephone service representatives. This paper also develops a simulation model that validates the reengineering efforts of the real-world company to improve its call centre operations. |
| type | Article - Journal |
| type.DCMIType | text |
| type.status | Postprint |
| rights | This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author's copyright. In most cases, these works may not be reposted without the explicit permission of the copyright holder. |
| rights | Pre-print: author cannot archive; Post-print: author can archive; |
| rights.URI | |
| rights.URI | |
| relation.isPartOf | International Journal of Service Technology and Management |
| date.accessioned | 2007-04-11T17:00:48Z |
| date.available | 2008-03-28T16:37:43Z |
| identifier.persist.URI |