Call centre (English Wikipedia)

M. Popovic and V. Kovacevic (2001). "An Approach to Internet-Based Virtual Call Center Implementation". Networking — ICN 2001. Lecture Notes in Computer Science. Vol. 2093. University of Novi Sad, Yugoslavia. pp. 75–84. doi:10.1007/3-540-47728-4_8. ISBN 978-3-540-42302-7.

bbc.co.uk

news.bbc.co.uk

Ahmed, Zubair (2006-02-22). "Abuse rattles Indian call centre staff". BBC News. Retrieved 2008-06-05.

bbc.co.uk

"BBC Three – The Call Centre, Series 1". Bbc.co.uk. 2013-12-10. Retrieved 2017-12-10.

books.google.com

Kasavana, Michael L.; Brooks, Richard M. (1998). Managing Front Office Operations. Educational Institute of the American Hotel & Motel Association. ISBN 9780866121798.

callcentermagazine.com

"The Call Center Answer Team reaches out to the industry for to crack a tough nut". Q&A: How Many Calls Should I Monitor. callcentermagazine.com. 2003-07-30. Retrieved 2008-06-05.

callcentrehelper.com

"The history of the call center". Call Centre Helper Magazine. 19 January 2011. Retrieved 29 November 2014.

callweb.ca

"CallWeb". CallWeb. Retrieved 2023-05-04. ... a complete on-line data collection system. Its functionalities allow for Web surveys, of course, but it has also been used to build registration systems, project tracking systems, intelligent forms, etc.

confero.co.uk

"Audi chose Confero as an outsourced contact centre". Confero.

cwa-union.org

"Improving Call Center Jobs a Top Priority for CWA Customer Service". Communication Workers of America. 2010-05-06. Retrieved 2011-02-23.

dal.ca

acewh.dal.ca

"Who's on the Line? Women in Call Centres Project" (PDF). Atlantic Centre of Excellence for Women's Health. Health Canada. Archived (PDF) from the original on 2005-02-15. Retrieved 2008-06-05.

doi.org

Adam, M., Wessel, M. & Benlian, A. AI-based chatbots in customer service and their effects on user compliance. Electron Markets 31, 427–445 (2021). doi:10.1007/s12525-020-00414-7
Krishnan, C., Gupta, A., Gupta, A., Singh, G. (2022). Impact of Artificial Intelligence-Based Chatbots on Customer Engagement and Business Growth. In: Hong, TP., Serrano-Estrada, L., Saxena, A., Biswas, A. (eds) Deep Learning for Social Media Data Analytics. Studies in Big Data, vol 113. Springer, Cham. doi:10.1007/978-3-031-10869-3_11
Shah, Shariq; Ghomeshi, Hossein; Vakaj, Edlira; Cooper, Emmett; Fouad, Shereen (2023-08-01). "A review of natural language processing in contact centre automation". Pattern Analysis and Applications. 26 (3): 823–846. doi:10.1007/s10044-023-01182-8. ISSN 1433-755X.
M. Popovic and V. Kovacevic (2001). "An Approach to Internet-Based Virtual Call Center Implementation". Networking — ICN 2001. Lecture Notes in Computer Science. Vol. 2093. University of Novi Sad, Yugoslavia. pp. 75–84. doi:10.1007/3-540-47728-4_8. ISBN 978-3-540-42302-7.
Kumar, Harish (2016). "Hosted Contact / Call Center Services in Indian Telecommunications Licensing and Regulation". Researchgate: 6. doi:10.13140/RG.2.1.2931.9445.
Gans, N.; Koole, G.; Mandelbaum, A. (2003). "Telephone Call Centers: Tutorial, Review, and Research Prospects" (PDF). Manufacturing & Service Operations Management. 5 (2): 79–141. doi:10.1287/msom.5.2.79.16071. Archived (PDF) from the original on 2015-12-08.
Brown, L.; Gans, N.; Mandelbaum, A.; Sakov, A.; Shen, H.; Zeltyn, S.; Zhao, L. (2005). "Statistical Analysis of a Telephone Call Center" (PDF). Journal of the American Statistical Association. 100 (469): 36–50. doi:10.1198/016214504000001808. S2CID 1639154. Archived (PDF) from the original on 2015-12-08.
Borst, S.; Mandelbaum, A.; Reiman, M. I. (2004). "Dimensioning Large Call Centers" (PDF). Operations Research. 52 (1): 17–34. doi:10.1287/opre.1030.0081. JSTOR 30036558. Archived (PDF) from the original on 2003-07-05.
Pal, Mahuya; Buzzanell, Patrice (2013). "Breaking the Myth of Indian Call Centers: A Postcolonial Analysis of Resistance". Communication Monographs. 80 (2): 199–219. doi:10.1080/03637751.2013.776172. S2CID 143554201.
Paprzycki, Marcin; et al. (2004). Data Mining Approach for Analyzing Call Center Performance. Lecture Notes in Computer Science. Vol. 3029. Berlin: Springer. doi:10.1007/b97304. hdl:1959.17/43613. ISBN 978-3-540-22007-7. S2CID 463672.
Srinivasan, Raj; Talim, JéRome; Wang, Jinting; et al. (2004). "Performance analysis of a call center with interactive voice response units". Top. 12 (1). Springer Berlin: 91–110. doi:10.1007/BF02578926. S2CID 62154813.
Stolletz, Raik; Stefan Helber (2004). "Performance analysis of an inbound call center with skills-based routing". OR Spectrum. 26 (3): 331–352. doi:10.1007/s00291-004-0161-y. S2CID 60731382.
Witt, L. A.; et al. (2004). "When Conscientiousness Isn't Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives". Journal of Management. 30 (1): 149–160. doi:10.1016/j.jm.2003.01.007. S2CID 145705159.
Aguir, Salah; Karaesmen, Fikri; Aksin, O. Zeynep; Chauvet, Fabrice; et al. (2004). "The impact of retrials on call center performance" (PDF). OR Spectrum. 26 (3): 353–376. CiteSeerX 10.1.1.579.9384. doi:10.1007/s00291-004-0165-7. S2CID 6818864. Archived (PDF) from the original on 2012-07-14.
Murthy, Nagesh N.; Challagalla, G. N.; Vincent, L. H.; Shervani, T. A.; et al. (2008). "The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation". Management Science. 54 (2): 384–399. doi:10.1287/mnsc.1070.0818. S2CID 17749514.
Goldberg, L.S.; A.A. Grandey (2007). "Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation". J Occup Health Psychol. 12 (3): 301–18. doi:10.1037/1076-8998.12.3.301. PMID 17638495.
Hudson, Dale (2009). "Undesirable Bodies and Desirable Labor: Documenting the Globalization and Digitization of Transnational American Dreams in Indian Call Centers". Cinema Journal. 49 (1): 82–102. doi:10.1353/cj.0.0164. S2CID 144859546.

europa.eu

eurofound.europa.eu

"Working conditions and health in Swedish call centres". European Foundation for the Improvement of Living and Working Conditions. 2005-06-05. Archived from the original on 2008-06-20. Retrieved 2008-05-29.

ewa-ltd.blogspot.com

"Contact Center vs Communication Center vs Call Center". EWA Bespoke Communications. 2010-03-26.

ewa.ltd.uk

"adidas setup a dedicated customer care centre". Adidas. Archived from the original on 2013-10-27. Retrieved 2014-11-26.

federation.edu.au

researchonline.federation.edu.au

Paprzycki, Marcin; et al. (2004). Data Mining Approach for Analyzing Call Center Performance. Lecture Notes in Computer Science. Vol. 3029. Berlin: Springer. doi:10.1007/b97304. hdl:1959.17/43613. ISBN 978-3-540-22007-7. S2CID 463672.

forbes.com

Jolaoso, Christiana (4 February 2024). Main, Kelly (ed.). "Call Center Outsourcing: Pros, Cons & Best Practices – Forbes Advisor". Forbes. Retrieved 2024-02-14.

genesys.com

"Contact Center Modernization". Genesys.com. 2016.

handle.net

hdl.handle.net

Paprzycki, Marcin; et al. (2004). Data Mining Approach for Analyzing Call Center Performance. Lecture Notes in Computer Science. Vol. 3029. Berlin: Springer. doi:10.1007/b97304. hdl:1959.17/43613. ISBN 978-3-540-22007-7. S2CID 463672.
Evaluation of the Performance of customer service representatives in a call center using DEA/Network Model/Fussy Sets (Thesis). Virginia Tech. November 2002. hdl:10919/31704. Retrieved 1 July 2008.

hse.gov.uk

"Advice regarding call centre working practices" (PDF). Health and Safety Executive. Archived from the original (PDF) on 2009-02-20. Retrieved 2008-06-05.

ibm.com

Brandon Turpin (August 2, 2023). "How chatbots can provide a better customer experience". IBM.

jstor.org

Borst, S.; Mandelbaum, A.; Reiman, M. I. (2004). "Dimensioning Large Call Centers" (PDF). Operations Research. 52 (1): 17–34. doi:10.1287/opre.1030.0081. JSTOR 30036558. Archived (PDF) from the original on 2003-07-05.

ku.edu.tr

home.ku.edu.tr

Aguir, Salah; Karaesmen, Fikri; Aksin, O. Zeynep; Chauvet, Fabrice; et al. (2004). "The impact of retrials on call center performance" (PDF). OR Spectrum. 26 (3): 353–376. CiteSeerX 10.1.1.579.9384. doi:10.1007/s00291-004-0165-7. S2CID 6818864. Archived (PDF) from the original on 2012-07-14.

labor.net.au

workers.labor.net.au

"Call Centre Union Busters Get Wake-Up Call". Workers Online. Retrieved 2008-07-08.

livemint.com

"Orange currently outsources work to Indian units of Convergys Corp". The Wall Street Journal.

mckinsey.com

"AI-enabled customer service is now the quickest and most effective route for institutions to deliver personalized, proactive experiences that drive customer engagement". New York: McKinsey & Company. March 27, 2023.

modernhealthcare.com

"Billing and Collections". Modern Healthcare. 2019-01-30.

nea.com

Viswanathan, Ravi; Sandell, Scott (21 June 2016). "Reinventing customer service: the modern contact center". Nea.com.

nih.gov

pubmed.ncbi.nlm.nih.gov

Goldberg, L.S.; A.A. Grandey (2007). "Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation". J Occup Health Psychol. 12 (3): 301–18. doi:10.1037/1076-8998.12.3.301. PMID 17638495.

nticentral.org

David S. Joachim. "Computer Technology Opens a World of Work to Disabled People". New York Times. Archived from the original on 2010-03-23. Retrieved 2010-03-15.

payscale.com

"Hourly Rate Survey Report for Industry: Call Center". PayScale. Retrieved 2008-06-05.

portagecommunications.com

"A Primer On Two Call Center Staffing Methods for Call Center Workforce Management". Portage Communications. Retrieved 2016-10-14.

psu.edu

citeseerx.ist.psu.edu

Aguir, Salah; Karaesmen, Fikri; Aksin, O. Zeynep; Chauvet, Fabrice; et al. (2004). "The impact of retrials on call center performance" (PDF). OR Spectrum. 26 (3): 353–376. CiteSeerX 10.1.1.579.9384. doi:10.1007/s00291-004-0165-7. S2CID 6818864. Archived (PDF) from the original on 2012-07-14.

radford.edu

applyhrm.asp.radford.edu

Skyrme, Pamela; et al. "Using personality to predict outbound call center job performance" (PDF). Archived (PDF) from the original on 2006-09-01. Retrieved 1 July 2008.

researchgate.net

Kumar, Harish (2016). "Hosted Contact / Call Center Services in Indian Telecommunications Licensing and Regulation". Researchgate: 6. doi:10.13140/RG.2.1.2931.9445.

semanticscholar.org

api.semanticscholar.org

Brown, L.; Gans, N.; Mandelbaum, A.; Sakov, A.; Shen, H.; Zeltyn, S.; Zhao, L. (2005). "Statistical Analysis of a Telephone Call Center" (PDF). Journal of the American Statistical Association. 100 (469): 36–50. doi:10.1198/016214504000001808. S2CID 1639154. Archived (PDF) from the original on 2015-12-08.
Pal, Mahuya; Buzzanell, Patrice (2013). "Breaking the Myth of Indian Call Centers: A Postcolonial Analysis of Resistance". Communication Monographs. 80 (2): 199–219. doi:10.1080/03637751.2013.776172. S2CID 143554201.
Paprzycki, Marcin; et al. (2004). Data Mining Approach for Analyzing Call Center Performance. Lecture Notes in Computer Science. Vol. 3029. Berlin: Springer. doi:10.1007/b97304. hdl:1959.17/43613. ISBN 978-3-540-22007-7. S2CID 463672.
Srinivasan, Raj; Talim, JéRome; Wang, Jinting; et al. (2004). "Performance analysis of a call center with interactive voice response units". Top. 12 (1). Springer Berlin: 91–110. doi:10.1007/BF02578926. S2CID 62154813.
Stolletz, Raik; Stefan Helber (2004). "Performance analysis of an inbound call center with skills-based routing". OR Spectrum. 26 (3): 331–352. doi:10.1007/s00291-004-0161-y. S2CID 60731382.
Witt, L. A.; et al. (2004). "When Conscientiousness Isn't Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives". Journal of Management. 30 (1): 149–160. doi:10.1016/j.jm.2003.01.007. S2CID 145705159.
Aguir, Salah; Karaesmen, Fikri; Aksin, O. Zeynep; Chauvet, Fabrice; et al. (2004). "The impact of retrials on call center performance" (PDF). OR Spectrum. 26 (3): 353–376. CiteSeerX 10.1.1.579.9384. doi:10.1007/s00291-004-0165-7. S2CID 6818864. Archived (PDF) from the original on 2012-07-14.
Murthy, Nagesh N.; Challagalla, G. N.; Vincent, L. H.; Shervani, T. A.; et al. (2008). "The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation". Management Science. 54 (2): 384–399. doi:10.1287/mnsc.1070.0818. S2CID 17749514.
Hudson, Dale (2009). "Undesirable Bodies and Desirable Labor: Documenting the Globalization and Digitization of Transnational American Dreams in Indian Call Centers". Cinema Journal. 49 (1): 82–102. doi:10.1353/cj.0.0164. S2CID 144859546.

stanford.edu

gsb.stanford.edu

Armony, Mor; Itay Gurvich. "When promotions meet operations: cross-selling and its effect on call-center performance" (PDF). Archived from the original (PDF) on 24 January 2009. Retrieved 1 July 2008.

technion.ac.il

ie.technion.ac.il

Gans, N.; Koole, G.; Mandelbaum, A. (2003). "Telephone Call Centers: Tutorial, Review, and Research Prospects" (PDF). Manufacturing & Service Operations Management. 5 (2): 79–141. doi:10.1287/msom.5.2.79.16071. Archived (PDF) from the original on 2015-12-08.

iew3.technion.ac.il

Borst, S.; Mandelbaum, A.; Reiman, M. I. (2004). "Dimensioning Large Call Centers" (PDF). Operations Research. 52 (1): 17–34. doi:10.1287/opre.1030.0081. JSTOR 30036558. Archived (PDF) from the original on 2003-07-05.

tmcnet.com

Bernier, Paula (3 August 2012). "The History and Advancement of the Contact Center and the Customer Experience". Tmcnet.com.

uniglobalunion.org

"Uni Global Union's call centre organising campaigns". Uni Global Union. Archived from the original on 2008-06-15. Retrieved 2008-07-08.

vice.com

motherboard.vice.com

Smith, Ernie (5 August 2016). "The History of the Call Center Explains How Customer Service Got So Annoying". Vice.com.

voxjar.com

"The History of Call Centers Timeline". Voxjar.com. 2017-12-20.

web.archive.org

"Uni Global Union's call centre organising campaigns". Uni Global Union. Archived from the original on 2008-06-15. Retrieved 2008-07-08.
David S. Joachim. "Computer Technology Opens a World of Work to Disabled People". New York Times. Archived from the original on 2010-03-23. Retrieved 2010-03-15.
"adidas setup a dedicated customer care centre". Adidas. Archived from the original on 2013-10-27. Retrieved 2014-11-26.
Gans, N.; Koole, G.; Mandelbaum, A. (2003). "Telephone Call Centers: Tutorial, Review, and Research Prospects" (PDF). Manufacturing & Service Operations Management. 5 (2): 79–141. doi:10.1287/msom.5.2.79.16071. Archived (PDF) from the original on 2015-12-08.
Brown, L.; Gans, N.; Mandelbaum, A.; Sakov, A.; Shen, H.; Zeltyn, S.; Zhao, L. (2005). "Statistical Analysis of a Telephone Call Center" (PDF). Journal of the American Statistical Association. 100 (469): 36–50. doi:10.1198/016214504000001808. S2CID 1639154. Archived (PDF) from the original on 2015-12-08.
Borst, S.; Mandelbaum, A.; Reiman, M. I. (2004). "Dimensioning Large Call Centers" (PDF). Operations Research. 52 (1): 17–34. doi:10.1287/opre.1030.0081. JSTOR 30036558. Archived (PDF) from the original on 2003-07-05.
"Working conditions and health in Swedish call centres". European Foundation for the Improvement of Living and Working Conditions. 2005-06-05. Archived from the original on 2008-06-20. Retrieved 2008-05-29.
"Advice regarding call centre working practices" (PDF). Health and Safety Executive. Archived from the original (PDF) on 2009-02-20. Retrieved 2008-06-05.
"Who's on the Line? Women in Call Centres Project" (PDF). Atlantic Centre of Excellence for Women's Health. Health Canada. Archived (PDF) from the original on 2005-02-15. Retrieved 2008-06-05.
Shaw, Russell (2006-01-30). "Tone-deaf to customer complaints, Dell opens yet another call center in India". ZDNet. Archived from the original on January 23, 2009. Retrieved 2008-06-05.
Skyrme, Pamela; et al. "Using personality to predict outbound call center job performance" (PDF). Archived (PDF) from the original on 2006-09-01. Retrieved 1 July 2008.
Aguir, Salah; Karaesmen, Fikri; Aksin, O. Zeynep; Chauvet, Fabrice; et al. (2004). "The impact of retrials on call center performance" (PDF). OR Spectrum. 26 (3): 353–376. CiteSeerX 10.1.1.579.9384. doi:10.1007/s00291-004-0165-7. S2CID 6818864. Archived (PDF) from the original on 2012-07-14.
Armony, Mor; Itay Gurvich. "When promotions meet operations: cross-selling and its effect on call-center performance" (PDF). Archived from the original (PDF) on 24 January 2009. Retrieved 1 July 2008.

worldcat.org

search.worldcat.org

Shah, Shariq; Ghomeshi, Hossein; Vakaj, Edlira; Cooper, Emmett; Fouad, Shereen (2023-08-01). "A review of natural language processing in contact centre automation". Pattern Analysis and Applications. 26 (3): 823–846. doi:10.1007/s10044-023-01182-8. ISSN 1433-755X.

xlmg.co.uk

"Appointment Setting". www.xlmg.co.uk. 24 April 2023. Retrieved 2023-05-20.
"Lead Generation". www.xlmg.co.uk. 2 April 2023. Retrieved 2023-06-27.

zdnet.com

blogs.zdnet.com

Shaw, Russell (2006-01-30). "Tone-deaf to customer complaints, Dell opens yet another call center in India". ZDNet. Archived from the original on January 23, 2009. Retrieved 2008-06-05.