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Call Center Experience Optimization: A Case For A Virtual Predictive Queue, William Pugh

Theses & Dissertations

The evolution of the call center into contact centers and the growth of their use in providing customer-facing service by many companies has brought considerable capabilities in maintaining customer relationships but it also has brought challenges in providing quality service when call volumes are high. Limited in their ability to provide service at all times to all customers, companies are forced to balance the costs associated with hiring more customer service representatives and the quality of service provided by a fewer number. A primary challenge when there are not enough customer service representatives to engage the volume of callers in …