236,536 research outputs found
Lean six sigma in a call centre : a case study
No full textThis paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. The study draws on process information and primary data from a real project. The study describes improvements in the operation of the call centre attributable to lean six sigma: increase in first-call resolution ratio, reduction in operator turnover and streamlining of processes. The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. Although lean six sigma has been extremely successful in the last two decades in the manufacturing sector, its applicability to the service sector has been a controversial topic. This study illustrates its application to a fast-growing area of the service sector, assisting companies in identifying areas of development for their call centres
Harris, Dee J., Bill Jensen, Neuchatel 1930
No full textBlack and white photograph from Omer C. Stewart Album 2, page 11, showing LDS missionaries Carl J. Harris, Dee J. Valentine, and Bill Jensen at Neuchatel, Switzerland, in 1930
D. J. Valentine
No full textBlack and white photograph from Omer C. Stewart Album 4, page 38, showing S. J. Valentine, probably one of Stewart\u27s missionary companions during his mission to Europe in 1928-1930
Gender, choice and constraint in call centre employment
Full text linkThis paper examines the genderised experience of employment in call centres. While existing studies have acknowledged structural and agential constraints on women in the workplace, this paper goes further by illustrating the gendered nature of career choice and progression in a context which, in certain respects, appears to have benefitted women's desires for advancement. Drawing on quantitative and in-depth qualitative data from four Scottish call centres, the study provides evidence of gender inequality shaped by structural and ideological workplace and household constraints
Simulation-based optimization of agent scheduling in multiskill call centers.
No full textWe examine and compare simulation-based algorithms for solvingthe agent scheduling problem in a multiskill call center.This problem consists in minimizing the total costs of agents underconstraints on the expected service level per call type,per period, and aggregated.We propose a solution approach that combines simulation withinteger or linear programming, with cut generation.In our numerical experiments with realistic problem instances,this approach performs better than all other methods proposedpreviously for this problem.We also show that the two-step approach, which is the standard methodfor solving this problem, sometimes yield solutions that arehighly suboptimal and inferior to those obtained by our proposed method.<br/
Authoring a Web‐enhanced interface for a new language‐learning environment
Full text linkThis paper presents conceptual considerations underpinning a design process set up to develop an applicable and usable interface as well as defining parameters for a new and versatile Computer Assisted Language Learning (CALL) environment. Based on a multidisciplinary expertise combining Human Computer Interaction (HCI), Web‐based Java programming, CALL authoring and language teaching expertise, it strives to generate new CALL‐enhanced curriculum developments in language learning. The originality of the approach rests on its design rationale established on the strength of previously identified student requirements and authoring needs identifying inherent design weaknesses and interactive limitations of existing hypermedia CALL applications (Hémard, 1998). At the student level, the emphasis is placed on three important design decisions related to the design of the interface, student interaction and usability. Thus, particular attention is given to design considerations focusing on the need to (a) develop a readily recognizable, professionally robust and intuitive interface, (b) provide a student‐controlled navigational space based on a mixed learning environment approach, and (c) promote a flexible, network‐based, access mode reconciling classroom with open access exploitations. At the author level, design considerations are essentially orientated towards adaptability and flexibility with the integration of authoring facilities, requiring no specific authoring skills, to cater for and support the need for a flexible approach adaptable to specific language‐learning environments. This paper elaborates on these conceptual considerations within the design process with particular emphasis on the adopted principled methodology and resulting design decisions and solutions
Modeling and simulation of a telephone call center
No full textWe consider a system with two types of traffic and two types of agents. Outbound calls are served only by blend agents, whereas inbound calls can be served by either inbound-only or blend agents. Our objective is to allocate a number of agents such that some service requirement is satisfied. We have taken two approaches in analyzing this staffing problem: We developed a simulation model of the call center, which allows us to do a what-if analysis, as well as continuous-time Markov chain (CTMC) queueing models, which provide approximations of system performance measures. We describe the simulation model in this paper
Omer Call, Homer Call
No full textBlack and white photograph from Omer C. Stewart Album 2, page 52, showing Omer C. Stewart\u27s grandfather, Omer Call, with twin brother Homer Call
[Report to Chief J. E. Curry, by an unknown author #1]
No full textReport to Chief J. E. Curry, by an unknown author. The report contains a list of officers who gave depositions to the United States Attorney
- …
