About this document

Modern Call Center Operations Insights by Sebastian Castañeda is a document available to read on EtoBox.

1. Call centers are a large and growing industry that employ millions of agents globally to handle customer service phone calls. They face challenges in balancing low costs and high service quality. 2. This document surveys research on traditional call center operations issues like forecasting, queueing, capacity planning and scheduling, as well as emerging topics like outsourcing, offshoring, and integrating sales. 3. It identifies key changes in call centers like their role in customer acquisition and

Author

Sebastian Castañeda

Language

EN