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Publikationstyp: Konferenz: Paper
Art der Begutachtung: Keine Angabe
Titel: Knowledge management in call centers : how routing rules influence expertise and service quality
Autor/-in: Heitz, Christoph
Ryder, Geoffrey
Ross, Kevin
DOI: 10.21256/zhaw-2680
Tagungsband: 13th INFORMS MSOM Conference Proceedings
Angaben zur Konferenz: 13th Manufacturing and Service Operations Management (MSOM) Conference, Maryland, 5-7 June 2008
Erscheinungsdatum: 2008
Verlag / Hrsg. Institution: The Institute for Operations Research and the Management Sciences (INFORMS)
Sprache: Englisch
Schlagwörter: Call center; Knowledge management
Fachgebiet (DDC): 658.4: Leitendes Management
Zusammenfassung: In a call center, customers are assigned to service agents by routing policies that seek to balance several objectives. Usually, these policies follow myopic rules in order to minimize the waiting time or maximize the quality experienced by the next customer. However, there is a secondary effect of the routing assignment: by learning-on-the-job, the development of the agents’ expertise depends on the calls they take. In this paper, we address the effect that agent learning has on the service level experienced by customers. A dynamical model of learning and forgetting links the routing policy with knowledge acquisition, treating expertise as an endogenous rather an exogenous variable. Our results indicate that the routing may have a big impact on the knowledge level of a ?rm, and that classical routing policies may have a negative impact on the distribution of that knowledge.
URI: https://digitalcollection.zhaw.ch/handle/11475/4266
Volltext Version: Publizierte Version
Lizenz (gemäss Verlagsvertrag): Lizenz gemäss Verlagsvertrag
Departement: School of Engineering
Organisationseinheit: Institut für Datenanalyse und Prozessdesign (IDP)
Enthalten in den Sammlungen:Publikationen School of Engineering

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Heitz, C., Ryder, G., & Ross, K. (2008). Knowledge management in call centers : how routing rules influence expertise and service quality. 13th INFORMS MSOM Conference Proceedings. https://doi.org/10.21256/zhaw-2680
Heitz, C., Ryder, G. and Ross, K. (2008) ‘Knowledge management in call centers : how routing rules influence expertise and service quality’, in 13th INFORMS MSOM Conference Proceedings. The Institute for Operations Research and the Management Sciences (INFORMS). Available at: https://doi.org/10.21256/zhaw-2680.
C. Heitz, G. Ryder, and K. Ross, “Knowledge management in call centers : how routing rules influence expertise and service quality,” in 13th INFORMS MSOM Conference Proceedings, 2008. doi: 10.21256/zhaw-2680.
HEITZ, Christoph, Geoffrey RYDER und Kevin ROSS, 2008. Knowledge management in call centers : how routing rules influence expertise and service quality. In: 13th INFORMS MSOM Conference Proceedings. Conference paper. The Institute for Operations Research and the Management Sciences (INFORMS). 2008
Heitz, Christoph, Geoffrey Ryder, and Kevin Ross. 2008. “Knowledge Management in Call Centers : How Routing Rules Influence Expertise and Service Quality.” Conference paper. In 13th INFORMS MSOM Conference Proceedings. The Institute for Operations Research and the Management Sciences (INFORMS). https://doi.org/10.21256/zhaw-2680.
Heitz, Christoph, et al. “Knowledge Management in Call Centers : How Routing Rules Influence Expertise and Service Quality.” 13th INFORMS MSOM Conference Proceedings, The Institute for Operations Research and the Management Sciences (INFORMS), 2008, https://doi.org/10.21256/zhaw-2680.


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