Please use this identifier to cite or link to this item:
https://doi.org/10.21256/zhaw-2680| Publication type: | Conference paper |
| Type of review: | Not specified |
| Title: | Knowledge management in call centers : how routing rules influence expertise and service quality |
| Authors: | Heitz, Christoph Ryder, Geoffrey Ross, Kevin |
| DOI: | 10.21256/zhaw-2680 |
| Proceedings: | 13th INFORMS MSOM Conference Proceedings |
| Conference details: | 13th Manufacturing and Service Operations Management (MSOM) Conference, Maryland, 5-7 June 2008 |
| Issue Date: | 2008 |
| Publisher / Ed. Institution: | The Institute for Operations Research and the Management Sciences (INFORMS) |
| Language: | English |
| Subjects: | Call center; Knowledge management |
| Subject (DDC): | 658.4: Executive Management |
| Abstract: | 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 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Engineering |
| Organisational Unit: | Institute of Data Analysis and Process Design (IDP) |
| Appears in collections: | Publikationen School of Engineering |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 2008_Heitz_Knowledge Management Call Centers_MSOM Conference.pdf | 5.05 MB | Adobe PDF |  View/Open |
Show full item record
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.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.