74,373 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
Authoring a Web‐enhanced interface for a new language‐learning environment
No full textThis 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
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/
Campbell's monkeys use affixation to alter call meaning
No full textHuman language has evolved on a biological substrate with phylogenetic roots deep in the primate lineage. Here, we describe a functional analogy to a common morphological process in human speech, affixation, in the alarm calls of free-ranging adult Campbell's monkeys (Cercopithecus campbelli campbelli). We found that male alarm calls are composed of an acoustically variable stem, which can be followed by an acoustically invariable suffix. Using long-term observations and predator simulation experiments, we show that suffixation in this species functions to broaden the calls' meaning by transforming a highly specific eagle alarm to a general arboreal disturbance call or by transforming a highly specific leopard alarm call to a general alert call. We concluded that, when referring to specific external events, non-human primates can generate meaningful acoustic variation during call production that is functionally equivalent to suffixation in human language.Peer reviewe
Modeling and simulation of call centers.
No full textIn this review, we introduce key notions and describe the decision problems commonly encountered in call center management. Main themes are the central role of uncertainty throughout the decision hierarchy and the many operational complexities and relationships between decisions. We make connections to analytical models in the literature, emphasizing insights gained and model limitations.The high operational complexity and the prevalent uncertainty suggest that simulation modeling and simulation-based decision-making could have a central role in the management of call centers. We formulate some common decision problems and point to recently developed simulation-based solution techniques. We review recent work that supports modeling the primitive inputs to a call center and highlight call center modeling difficulties
What shall I call thee? Ballad /
No full textlyricist name on cover - Francis Wells; answer to "Call me pet names"In bound volumes: Copyright Deposits 1820-186
Exploiting spatiotemporal locality for fast call stack traversal
No full textIn the approach to exascale, scalable tools are becoming increasingly necessary to support parallel applications. Evaluating an application’s call stack is a vital technique for a wide variety of profilers and debuggers, and can create a significant performance overhead. In this paper we present a heuristic technique to reduce the overhead of frequent call stack evaluations. We use this technique to estimate the similarity between successive call stacks, removing the need for full call stack traversal and eliminating a significant portion of the performance overhead. We demonstrate this technique applied to a parallel memory tracing toolkit, WMTools, and analyse the performance gains and accuracy
Equivalence of call-by-name and call-by-need for lambda-calculi with letrec
No full textWe develop a proof method to show that in a (deterministic) lambda calculus with letrec and equipped with contextual equivalence the call-by-name and the call-by-need evaluation are equivalent, and also that the unrestricted copy-operation is correct. Given a let-binding x = t, the copy-operation replaces an occurrence of the variable x by the expression t, regardless of the form of t. This gives an answer to unresolved problems in several papers, it adds a strong method to the tool set for reasoning about contextual equivalence in higher-order calculi with letrec, and it enables a class of transformations that can be used as optimizations. The method can be used in different kind of lambda calculi with cyclic sharing. Probably it can also be used in non-deterministic lambda calculi if the variable x is "deterministic", i.e., has no interference with non-deterministic executions. The main technical idea is to use a restricted variant of the infinitary lambda-calculus, whose objects are the expressions that are unrolled w.r.t. let, to define the infinite developments as a reduction calculus on the infinite trees and showing a standardization theorem
Call for Papers and Author Guidelines (Chinese)
No full textCall for Papers and Author Guidelines (Chinese
Non-song social call bouts of migrating humpback whales
No full textThis work was funded by the E&P Sound and Marine Life Joint Industry Programme (JIP), managed by the International Association of Oil and Gas Producers (OGP), the U.S. Bureau of Ocean Energy Management (BOEM), and the U.S. Office of Naval Research (ONR) with additional in-kind support from the Australian Defence Science and Technology Organisation.The use of stereotyped calls within structured bouts has been described for a number of species and may increase the information potential of call repertoires. Humpback whales produce a repertoire of social calls, although little is known about the complexity or function of these calls. In this study, digital acoustic tag recordings were used to investigate social call use within bouts, the use of bouts across different social contexts, and whether particular call type combinations were favored. Call order within bouts was investigated using call transition frequencies and information theory techni- ques. Call bouts were defined through analysis of inter-call intervals, as any calls within 3.9 s of each other. Bouts were produced significantly more when new whales joined a group compared to groups that did not change membership, and in groups containing multiple adults escorting a female and calf compared to adult only groups. Although social calls tended to be produced in bouts, there were few repeated bout types. However, the order in which most call types were produced within bouts was non-random and dependent on the preceding call type. These bouts appear to be at least partially governed by rules for how individual components are combined.Peer reviewe
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