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Please use this identifier to cite or link to this item: https://doi.org/10.21256/zhaw-2680
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dc.contributor.authorHeitz, Christoph-
dc.contributor.authorRyder, Geoffrey-
dc.contributor.authorRoss, Kevin-
dc.date.accessioned2018-03-26T14:53:25Z-
dc.date.available2018-03-26T14:53:25Z-
dc.date.issued2008-
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/4266-
dc.description.abstractIn 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.de_CH
dc.language.isoende_CH
dc.publisherThe Institute for Operations Research and the Management Sciences (INFORMS)de_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectCall centerde_CH
dc.subjectKnowledge managementde_CH
dc.subject.ddc658.4: Leitendes Managementde_CH
dc.titleKnowledge management in call centers : how routing rules influence expertise and service qualityde_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Engineeringde_CH
zhaw.organisationalunitInstitut für Datenanalyse und Prozessdesign (IDP)de_CH
dc.identifier.doi10.21256/zhaw-2680-
zhaw.conference.details13th Manufacturing and Service Operations Management (MSOM) Conference, Maryland, 5-7 June 2008de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewNot specifiedde_CH
zhaw.title.proceedings13th INFORMS MSOM Conference Proceedingsde_CH
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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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