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Full-Text Articles in Operations Research, Systems Engineering and Industrial Engineering
A Call Center Simulation Study: Comparing The Reliability Of Cross-Trained Agents To Specialized Agents, Louis Franklin Ali Iii
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 ...