- U.S. customs are more curious than funny to outsiders. Reinfeld, Hesh // Business Journal (Central New York);2/18/2005, Vol. 19 Issue 7, p24
Reports on the author's views on the increase in outsourcing in India. Recollection of his conversation with an Indian call center agent; Aim of the author to investigate what Indians think about frustrated American callers; Citation of several statements from agents regarding the author's inquiry.
- Call center vendors must move with the times. // MarketWatch: Telecoms;June 2004, Vol. 3 Issue 6, p6
Reports on the trends affecting call centers in Europe, the Middle East and Africa. Onset of Internet Protocol technology; Approximate number of call centers in EMEA at the end of 2003; Shift in vertical markets; Necessity of multichannel capabilities.
- APCO Institute releases new Fire Service Dispatch Guidecards. // Fire Engineering;Jun2007, Vol. 160 Issue 6, p58
This article discusses Emergency Medical Dispatch, the dispatching of fire service during emergency calls, and how APCO Institute has released fire service dispatch cards. The cards are available in paper and electronic formats and are customized to meet the needs and resources of the individual...
- AN ALGORITHM FOR THE INITIAL DISPATCH OF FIRE COMPANIES. Ignall, E.; Carter, G.; Rider, K. // Management Science;Apr1982, Vol. 28 Issue 4, p366
In response to an incoming fire alarm, someone must decide how many and which engine and ladder companies (firefighters and their apparatus) to dispatch to the scene. Traditional dispatching policies assume that all of the designated companies are available at the time the alarm is received....
- Telephone Call Centers:Tutorial,Review, and Research Prospects. Gans, Noah; Koole, Ger; Mandelbaum, Avishai // Manufacturing & Service Operations Management;Spring2003, Vol. 5 Issue 2, p79
Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments...
- Further Reading. // MarketWatch: Technology;February 2003, Vol. 2 Issue 2, p34
Reports developments related to technology as of February 2003. Growth rate of call centers in the U.S.; Analysis of strategic and technology developments in retail banking distribution channels; Impact of change in the call center market.
- Survivors unite. McElligott, Tim // Telephony;11/8/2004, Vol. 245 Issue 22, p42
Discusses the prospect of the operations support systems (OSS) software sector of the U.S. telecommunication industry in 2005. Projected global OSS spending; Industry consolidation; Chance of vendors to address both business and operational transformation changes in the area of self-service in...
- CTI: Complex But Powerful. Karr, Angela // Customer Interface;Oct2001, Vol. 14 Issue 10, p34
Focuses on computer telephony integration (CTI) in call centers. Features and capabilities of CTI; Origins of CTI; Benefits of CTI.
- THE WORK OF CUSTOMER SERVICE REPRESENTATIVES IN A CANADIAN CALL CENTER: ROLE DISTANCE AND MANAGEMENT OF EMOTIONS AT WORK. Marcoux, Gilles // Business Studies Journal;2012, Vol. 4 Issue 2, p1
Previous studies on the work in call centers have used the analytic perspectives of structuralism and duality. Although these perspectives have emphasized the level of stress experienced by workers in call centers as well as the forms of resistance they display in their work, few studies have...