The “Sensitive” Markovian queueing system and its application for a call center problem
Sign Up to like & getrecommendations! Published in 2018 at "Annals of Operations Research"
DOI: 10.1007/s10479-018-2802-6
Abstract: In this paper, we study the $$M_n/M_n/c/K+M_n$$Mn/Mn/c/K+Mn queueing system where customers arrive according to a Poisson process with state-dependent rates. Moreover, the rates of the exponential service times and times to abandonment of the queued… read more here.
Keywords: system; time; call center; queueing system ... See more keywords
Experimental Effects of a Call-Center Disclaimer Regarding Confidentiality on Callers’ Willingness to Make Disclosures Related to Terrorism
Sign Up to like & getrecommendations! Published in 2019 at "Terrorism and Political Violence"
DOI: 10.1080/09546553.2018.1476347
Abstract: ABSTRACT Utilizing a sample drawn to represent the general U.S. population, the present study experimentally tested whether a call-center’s disclaimer regarding limits to caller confidentiality (i.e., that operators would be required to refer calls to… read more here.
Keywords: center disclaimer; disclaimer regarding; call center; terrorism ... See more keywords
Adaptive Call Center Workforce Management with Deep Neural Network and Reinforcement Learning
Sign Up to like & getrecommendations! Published in 2022 at "IEEE Access"
DOI: 10.1109/access.2022.3160452
Abstract: Workforce management is one of several critical issues in a call center. A call center supervisor must assign an adequate number of call agents to handle a high volume of time-variant incoming calls. Without effective… read more here.
Keywords: network; deep neural; workforce management; call center ... See more keywords
Utility of prehospital call center ambulance dispatch data for COVID‐19 cluster surveillance: A retrospective analysis
Sign Up to like & getrecommendations! Published in 2022 at "Academic Emergency Medicine"
DOI: 10.1111/acem.14612
Abstract: Cluster surveillance, identification, and containment are primary outbreak management techniques; however, adapting these for low‐ and middle‐income countries is an ongoing challenge. We aimed to evaluate the utility of prehospital call center ambulance dispatch (CCAD)… read more here.
Keywords: utility prehospital; surveillance; prehospital call; dispatch ... See more keywords
Impact of COVID-19 on the 937 Telephone Medical Consultation Service in Saudi Arabia
Sign Up to like & getrecommendations! Published in 2022 at "International Journal of Telemedicine and Applications"
DOI: 10.1155/2022/4181322
Abstract: The impact of COVID-19 on healthcare services has been profound. One major impact has been underutilization of traditional healthcare services by patients. In 2020, the Saudi Ministry of Health (MoH) started offering general COVID-19 enquiries,… read more here.
Keywords: call; 937 call; impact covid; call center ... See more keywords
Protocol: a multi-level intervention program to reduce stress in 9-1-1 telecommunicators
Sign Up to like & getrecommendations! Published in 2018 at "BMC Public Health"
DOI: 10.1186/s12889-018-5471-0
Abstract: BackgroundNationwide, emergency response systems depend on 9-1-1 telecommunicators to prioritize, triage, and dispatch assistance to those in distress. 9-1-1 call center telecommunicators (TCs) are challenged by acute and chronic workplace stressors: tense interactions with citizen… read more here.
Keywords: intervention; reduction; mindfulness; stress ... See more keywords
Improving service quality management based on call center monitoring solution.
Sign Up to like & getrecommendations! Published in 2022 at "Artificial Intelligence"
DOI: 10.15407/jai2022.02.038
Abstract: The presented paper investigates common call center challenges ranging from management to software and agents. Service quality is a complex and multifaceted construction that has a major impact on customer acquisition, retention and loyalty. Because… read more here.
Keywords: call; service quality; management; call center ... See more keywords
Work Environment Surrounding COVID-19 Outbreak in Call Center, South Korea
Sign Up to like & getrecommendations! Published in 2020 at "Emerging Infectious Diseases"
DOI: 10.3201/eid2610.202647
Abstract: 2533 presumptively targets the cytokine storm phase of the disease by inhibiting the IL-6 pathway (2). However, IL-6 has a multifaceted role in venous thromboembolism, and Zhang et al. has reported that upregulation of IL-6… read more here.
Keywords: covid outbreak; environment surrounding; outbreak call; work environment ... See more keywords