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type_genre:"Article in journal"
~person:"Connell, Julia"
~person:"Legros, Benjamin"
~subject:"Call centre"
~type_genre:"Sammelwerk"
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Call centre
Callcenter
17
Human Resource Management
5
Personalmanagement
5
Arbeitsbedingungen
4
Australia
4
Australien
4
Queueing theory
4
Warteschlangentheorie
4
Working conditions
4
Arbeitsorganisation
2
Call centres
2
Comparison
2
Markov chain
2
Markov decision process
2
Markov-Kette
2
Queueing systems
2
Tourenplanung
2
Vehicle routing problem
2
Vergleich
2
Work organization
2
call centres
2
Agent-based modeling
1
Agentenbasierte Modellierung
1
Arbeitsbeziehungen
1
Arbeitsgruppe
1
Arbeitsmobilität
1
Arbeitspsychologie
1
Arbeitswelt
1
Arbeitszeitgestaltung
1
Arbeitszufriedenheit
1
Asymmetric parameters
1
Automation
1
Automatisierung
1
Betriebliche Wertschöpfung
1
Business network
1
Call center
1
Callback
1
Chaining
1
Chat messages
1
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Article
16
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Article in journal
Sammelwerk
Aufsatz in Zeitschrift
16
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1
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1
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1
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English
17
Author
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Connell, Julia
Legros, Benjamin
Doellgast, Virginia
11
Burgess, John
10
Jouini, Oualid
9
D'Cruz, Premilla
8
Koole, Ger M.
8
L'Ecuyer, Pierre
8
Noronha, Ernesto
8
Akşin, Zeynep
7
Hannif, Zeenobiyah
7
Russell, Bob
7
Taylor, Phil
7
Aparicio-Valverde, Mireia
6
Ibrahim, Rouba
6
Abdullateef, Aliyu Olayemi
5
Barnes, Alison
5
Chambel, Maria José
5
Dallery, Yves
5
Emadi, Seyed Morteza
5
Holtgrewe, Ursula
5
Scholarios, Dora
5
Whitt, Ward
5
Batt, Rosemary L.
4
Broek, Diane van den
4
Gurvich, Itai
4
Ryan, Gerard
4
Shen, Haipeng
4
Van Jaarsveld, Danielle
4
Örmeci, E. Lerzan
4
Akşin, O. Zeynep
3
Backhouse, Chris J.
3
Bassamboo, Achal
3
Bloemer, Johanna M.
3
Castanheira, Filipa
3
Chan, Wyean
3
Das, Diya
3
Gans, Noah
3
Gorjup, María Tatiana
3
Grip, Andries de
3
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International employment relations review
3
Employee relations
2
International journal of production economics
2
The journal of industrial relations : the journal of the Industrial Relations Society of Australia
2
Asia Pacific journal of human resources : APJHR
1
Australian bulletin of labour
1
European journal of operational research : EJOR
1
Labour & industry : a journal of the social and economic relations of work ; the journal of the Association of Industrial Relations Academics of Australia & New Zealand (AIRAANZ)
1
Manufacturing & service operations management : M & SOM
1
New technology, work and employment
1
OR spectrum : quantitative approaches in management
1
Routledge studies in business organizations and networks
1
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ECONIS (ZBW)
17
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1
Routing analyses for call centers with human and automated services
Legros, Benjamin
- In:
International journal of production economics
240
(
2021
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012629933
Saved in:
2
Should we wait before outsourcing? : analysis of a revenue-generating blended contact center
Legros, Benjamin
;
Jouini, Oualid
;
Koole, Ger M.
- In:
Manufacturing & service operations management : M & SOM
23
(
2021
)
5
,
pp. 1118-1138
Persistent link: https://www.econbiz.de/10012653961
Saved in:
3
On the scheduling of operations in a chat contact center
Legros, Benjamin
;
Jouini, Oualid
- In:
European journal of operational research : EJOR
274
(
2019
)
1
,
pp. 303-316
Persistent link: https://www.econbiz.de/10011990069
Saved in:
4
Control and involvement HR practices in Indian call centres : still searching for answers
Ananthram, Subramaniam
;
Teo, Stephen T. T.
;
Connell, Julia
- In:
Asia Pacific journal of human resources : APJHR
56
(
2018
)
2
,
pp. 196-215
Persistent link: https://www.econbiz.de/10011965584
Saved in:
5
Call centers with a postponed callback offer
Legros, Benjamin
;
Ding, Sihan
;
Mei, R. D. van der
; …
- In:
OR spectrum : quantitative approaches in management
39
(
2017
)
4
,
pp. 1097-1125
Persistent link: https://www.econbiz.de/10011777097
Saved in:
6
A flexible architecture for call centres with skill-based routing
Legros, Benjamin
;
Jouini, Oualid
;
Dallery, Yves
- In:
International journal of production economics
159
(
2015
),
pp. 192-207
Persistent link: https://www.econbiz.de/10010479239
Saved in:
7
Having "a say" : forms of voice in Australian call centres
McDonnell, Anthony
;
Connell, Julia
;
Hannif, Zeenobiyah
; …
- In:
Employee relations
36
(
2014
)
3
,
pp. 214-234
Persistent link: https://www.econbiz.de/10010259604
Saved in:
8
Voices from higher up the ladder : exploring the team leader role in call centres
McDonnell, Anthony
;
Connell, Julia
;
Hannif, Zeenobiyah
; …
- In:
New technology, work and employment
28
(
2013
)
2
,
pp. 145-159
Persistent link: https://www.econbiz.de/10010210501
Saved in:
9
Working time flexibilities : a paradox in call centres?
Hannif, Zeenobiyah
;
McDonnell, Anthony
;
Connell, Julia
; …
- In:
Australian bulletin of labour
36
(
2010
)
2
,
pp. 178-193
Persistent link: https://www.econbiz.de/10009126318
Saved in:
10
Australian call centres : time to search for a new management model?
Connell, Julia
;
Hannif, Zeenobyah
;
Burgess, John
- In:
International employment relations review
15
(
2009
)
1
,
pp. 1-15
Persistent link: https://www.econbiz.de/10008698759
Saved in:
1
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