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Title: Knowledge management in call centers : how routing rules influence expertise and service quality
Authors : Heitz, Christoph
Ryder, Geoffrey
Ross, Kevin
Proceedings: 13th INFORMS MSOM Conference Proceedings
Conference details: 13th INFORMS MSOM (Manufacturing and Service Operations Management) Conference, Maryland, 5 – 7 June 2008
Publisher / Ed. Institution : The Institute for Operations Research and the Management Sciences (INFORMS)
Issue Date: 2008
License (according to publishing contract) : Licence according to publishing contract
Type of review: Not specified
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 firm, and that classical routing policies may have a negative impact on the distribution of that knowledge.
Departement: School of Engineering
Organisational Unit: Institute of Data Analysis and Process Design (IDP)
Publication type: Conference Paper
DOI : 10.21256/zhaw-2680
Appears in Collections:Publikationen School of Engineering

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