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» The Modernization of a Call Center

LREC
2008

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CallSurf: Automatic Transcription, Indexing and Structuration of Call Center Conversational Speech for Knowledge Extraction and

13 years 6 months ago

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Being the client's first interface, call centres worldwide contain a huge amount of information of all kind under the form of conversational speech. If accessible, this infor...

Martine Garnier-Rizet, Gilles Adda, Frederik Caill...

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VLDB
2007
ACM

109views Database» more VLDB 2007»

CallAssist: Helping Call Center Agents in Preference Elicitation

13 years 11 months ago

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Ullas Nambiar, Himanshu Gupta, Mukesh K. Mohania

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COR
2007

70views more COR 2007»

Markov chain models of a telephone call center with call blending

13 years 5 months ago

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Alexandre Deslauriers, Pierre L'Ecuyer, Juta Pichi...

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MSOM
2007

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Call-Routing Schemes for Call-Center Outsourcing

13 years 4 months ago

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Noah Gans, Yong-Pin Zhou

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MANSCI
2008

128views more MANSCI 2008»

Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods

13 years 5 months ago

Download www.optimization-online.org

We consider the problem of minimizing staffing costs in an inbound call center, while maintaining an acceptable level of service in multiple time periods. The problem is complicat...

Júlíus Atlason, Marina A. Epelman, S...

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