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Full-Text Articles in Operations Research, Systems Engineering and Industrial Engineering
Quality Assurance In Engineering Education: A Systems Perspective, Mildred Genevieve Louidor
Quality Assurance In Engineering Education: A Systems Perspective, Mildred Genevieve Louidor
Masters Theses
Engineering education reform has been a topic of discussion for the last twenty years. The concern has only intensified in recent years as stakeholders strive to improve quality in engineering education. Today, stakeholders are recognizing that one of the keys to successful engineering education reform is in taking a systems view of higher education. Academic departments within the higher education system are organized around academic disciplines for the purpose of creating, transferring, and applying knowledge in three principal areas: teaching, research and service. This study addresses the need for quality improvement in the engineering higher education system by first completing …
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 …