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A Call Center Simulation Study: Comparing The Reliability Of Cross-Trained Agents To Specialized Agents, Louis Franklin Ali Iii
A Call Center Simulation Study: Comparing The Reliability Of Cross-Trained Agents To Specialized Agents, Louis Franklin Ali Iii
Masters Theses
Call centers are an important function of most companies’ day to day business activities. They are often the link between a company and its customers and hugely impact the customer’s perspective or point of view (POV) of a company. A call center in the most general sense is a place, representing a business, which receives inbound calls from customers and/or makes outbound calls to customers, the latter being most commonly referred to as telemarketing. There was a time when a typical call center strictly consisted of agents who handled inbound/outbound calls; these agents are considered specialized agents. Generally speaking, a …