Keywords: مرکز تماس; Predicting and announcing delays; Fluid model; Call center; Abandoned calls; Retrials; Overloaded queues;
مقالات ISI مرکز تماس (ترجمه نشده)
مقالات زیر هنوز به فارسی ترجمه نشده اند.
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Keywords: مرکز تماس; Call center; Emergency; Emotion; Materiality; Sensemaking;
Keywords: مرکز تماس; Empathy; Emotion; Spoken conversation; Behavior analysis; Affective scene; Affect; Call center; Human-Human conversation;
Keywords: مرکز تماس; Instant Messaging; Mobile Chat; Customer Relationship Management; Call Center; Salespersons; Enterprise Systems; Transcripts; Salesperson Evaluation;
Keywords: مرکز تماس; Recruitment; Research studies; Cost; Call center;
Keywords: مرکز تماس; Self organizing map; Fused network; Classifier; Employee turnover; Call center; Personality traits;
Keywords: مرکز تماس; Forecasting; Model prediction; Call center; Neural Networks;
Keywords: مرکز تماس; Call Center; Interval Call Center Arrivals; Two-Sector Prediction Model; Singular Value Decomposition; Emergency;
Keywords: مرکز تماس; Indoor environment; Call center; Quasi-field experiment; Acoustics; Workplace; Ergonomics;
Keywords: مرکز تماس; Supply chain management; Market competition; Market segmentation; Call center; Reshoring;
Keywords: مرکز تماس; Fluid approximation; Multiserver queue; Call center; Time-varying arrival process; After-call work; Abandonment
Keywords: مرکز تماس; Outsourcing supply chain; Call center; Financial constraint; Coordination contracts;
Keywords: مرکز تماس; Performance; Availability; Performability evaluation; Call center
Keywords: مرکز تماس; Multiserver retrial queue; Abandonment; After-call work; Call center; Human behaviors; Level-dependent QBD process
EMS call center models with and without function differentiation: A comparison
Keywords: مرکز تماس; EMS; Call center; Simulation; Ambulance; Decision support systems; Function differentiation;
Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling
Keywords: مرکز تماس; Call center; Bayesian finite mixture; Dirichlet processes; Service modeling; Queuing; Staffing
The impact of a waiting-time threshold in overflow systems with impatient customers
Keywords: مرکز تماس; Service operations; Queueing; Call center; Overflow; Impatient customers; Markov Chain
Optimal customer selection for cross-selling of financial services products
Keywords: مرکز تماس; Cross-sales; Call center; Marketing; Mean–variance; Profit optimization; Multivariate Bühlmann–Straub credibility; Financial services; Insurance industry
Examining the influence of modularity and knowledge management (KM) on dynamic capabilities: Insights from a call center
Keywords: مرکز تماس; Asia; Call center; Case study; Knowledge management; Modularity, Dynamic capabilities
Tandem queueing system with impatient customers as a model of call center with Interactive Voice Response
Keywords: مرکز تماس; Call center; Interactive Voice Response; Markovian arrival process; Phase type service time distribution; Impatient customers
Retrial queuing system with Markovian arrival flow and phase-type service time distribution
Keywords: مرکز تماس; Call center; Retrial customers; Markovian arrival process; Phase-type service time distribution;
On the numerical solution of Kronecker-based infinite level-dependent QBD processes
Keywords: مرکز تماس; Markov chain; Level-dependent QBD process; Kronecker product; Matrix analytic method; Steady-state expectation; Call center
Queueing system MAP|PH|N|N+RMAP|PH|N|N+R with impatient heterogeneous customers as a model of call center
Keywords: مرکز تماس; Call center; Multi-server queueing system; Markovian arrival process; Phase type service time distribution; Impatient heterogeneous customers
Job performance prediction in a call center using a naive Bayes classifier
Keywords: مرکز تماس; Employee turnover; Job performance; Naive Bayesian classifier; Call center
The effects of positive affect and personal information search on outcomes in call centers: An empirical study
Keywords: مرکز تماس; Information search; Personal information source; Positive affect; Call center; Productivity; Job satisfaction
What the eye does not see, the mind cannot reject: Can call center location explain differences in customer evaluations?
Keywords: مرکز تماس; Attribution theory; Call center; Customer orientation; Homophily theory; Offshoring; Satisfaction; Trust; Word-of-mouth communication
Techniques du marketing au service de la fidélisation des donneurs
Keywords: مرکز تماس; Marketing; Marketing social; Analyse de données; Enquête; Segmentation; Centre d’appelsMarketing; Social marketing; Data analysis; Surveys; Market segment; Call center
Rough set analysis on call center metrics
Keywords: مرکز تماس; Call center; Metrics; First call resolution; Rough set; Reduct
Performance assessment in an interactive call center workforce simulation
Keywords: مرکز تماس; Call center; Team-in-the-loop simulation; Customer–agent interactions; Time windows; Human-involved system
Optimizing daily agent scheduling in a multiskill call center
Keywords: مرکز تماس; Call center; Stochastic optimization; Staffing; Scheduling; Service level; Cutting plane method
Outsourcing strategy in two-stage call centers
Keywords: مرکز تماس; Call center; Additional service; Two-stage service; Outsourcing strategy
Amélioration et optimisation de la réception des appels au samu : le call center « avancé »
Keywords: مرکز تماس; Samu; Réception des appels; Call center; Ãvaluation des pratiques; Qualité de service; Samu; Calls reception; Call center; Out-hospital emergency medical services; Practices assessment; Quality of service;
Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan
Keywords: مرکز تماس; Questionnaire; Call center; Job stress; Health complaints
M/M/sM/M/s queue with impatient customers and retrials
Keywords: مرکز تماس; Retrial queue; Impatient customers; Balking; Reneging; Call center; Generalized truncation method
Global economy of signs and selves: A view of work regimes in call centers in the Philippines
Keywords: مرکز تماس; Call center; Service outsourcing; Global economy; Service work; Offshore; Restructuring; Participant observation; Filipino call center agentCentres d’appels; Globalisation; Relation de service; Délocalisation; Sous-traitance; Observation participante; Phi
Developing staff schedules for a bilingual telecommunication call center with flexible workers
Keywords: مرکز تماس; Staff scheduling; Call center
An enhanced genetic approach to optimizing auto-reply accuracy of an e-learning system
Keywords: مرکز تماس; Computer-assisted learning; Web-based learning; Call center; Genetic algorithm
QBD approximations of a call center queueing model with general patience distribution
Keywords: مرکز تماس; Quasi-birth–death process; Call center; Queues with impatient customers; Performance evaluation
Development of an automatic customer service system on the internet
Keywords: مرکز تماس; Customer relationship management; Customer service system; Document matching; Call center; Internet applications
Applications of maximum queue lengths to call center management
Keywords: مرکز تماس; Call center; Maximum queue length; Level dependent quasi-birth-and-death processes; Customer behavior; Routing rules
Approximating multi-skill blocking systems by HyperExponential Decomposition
Keywords: مرکز تماس; Multi-class blocking system; Blocking probability; Equivalent Random Method; Hayward-Fredericks method; Interrupted Poisson Process method; Call center; Hyperexponential distribution; Decomposition; Overflow routing
A web-based system for analyzing the voices of call center customers in the service industry
Keywords: مرکز تماس; Voice of customer; Call center; Life insurance; Customer relationship management; Data mining;