Call Center Management to Create Competitive Advantage
May 8, 2003
Speaker Presentations
Empirical Analysis of Call Center Service Traffic [PDF file, 1.5M] Lawrence Brown, University of Pennsylvania
Managing Callbacks in Call Centers [PDF file, 174k]
Mor Armony, New York University
Under Construction: The Continuing Evolution of Job Structures in Call Centers [PDF file, 214k]
Chris Tilly, University of Massachusetts Lowell
Approximate Performance with Non-exponential Holding Times and non-Poisson Arrivals
Ward Whitt, Columbia University
Simulation and Optimization in Call-Center Staffing [PowerPoint file, 146k]
Shane Henderson, Cornell University