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Call center leadership : mastering the big 5 ; a leadership guide for supervisors, managers, and site directors

Calvert, Tom - 2008

Persistent link: https://www.econbiz.de/10003784333

Zappos's CEO on going to extremes for customers

Hsieh, Tony - In: Harvard business review : HBR 88 (2010) 7/8, pp. 41-45

Persistent link: https://www.econbiz.de/10008658586

Optimal hiring and retention policies for heterogeneous workers who learn

Arlotto, Alessandro; Chick, Stephen E.; Gans, Noah - In: Management science : journal of the Institute for … 60 (2014) 1, pp. 110-129

Persistent link: https://www.econbiz.de/10010345163

Uncovering the nuances of referral hiring : how referrer characteristics affect referral hires' performance and likelihood of voluntary turnover

Pieper, Jenna R. - In: Personnel psychology : a journal of applied research 68 (2015) 4, pp. 811-858

Persistent link: https://www.econbiz.de/10011410682

On a Data-Driven Method for Staffing Large Call Centers

Bassamboo, Achal - 2011

We consider a call center model with multiple customer classes and multiple server pools. Calls arrive randomly over time, and the instantaneous arrival rates are allowed to vary both temporally and stochastically in an arbitrary manner. The objective is to minimize the sum of personnel costs...

Persistent link: https://www.econbiz.de/10013119405

The value of hiring through referrals

Burks, Stephen V.; Cowgill, Bo; Hoffman, Mitchell; … - 2013

Employee referrals are a very common means by which firms hire new workers. Past work suggests that workers hired via referrals often perform better than non-referred workers, but we have little understanding as to why. In this paper, we demonstrate that this is primarily because referrals allow...

Persistent link: https://www.econbiz.de/10009740343

Indian call centers (B) : addressing employee attrition

Nagabhushan, Malini - 2007

Persistent link: https://www.econbiz.de/10003846082

Don't call us, we'll call you : an empirical study of caller behavior under a callback option

Hathaway, Brett A.; Emadi, Seyed Morteza; Deshpande, Vinayak - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1508-1526

Persistent link: https://www.econbiz.de/10012506002

Recruitment Strategies and Union Exclusion in Two Australian Call Centres

van den Broek, Diane - 2010

Recruitment processes are seen as critical to the success of contemporary organizations and integral to human resource … article analyses the recruitment methods used in several large call centres in the Australian telecommunications industry. It … particularly focuses on the issue of how recruitment was explicitly or implicitly designed to recruit customer service …

Persistent link: https://www.econbiz.de/10014192121

The productive and happy agent : performance and positive emotions at call centres

Garcia, Danilo; Rapp Ricciardi, Max; Archer, Trevor - In: International journal of happiness and development 2 (2015) 1, pp. 84-90

Persistent link: https://www.econbiz.de/10011309533

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