The thesis provides an algorithmic approach to the scheduling problem for call centre agents. It shows that this problem is NP-complete and even inapproximable. A broad statistical analysis of call data from a call centre is contained, too.

Intro -- Technology Mediated Service Encounters -- Editorial page -- Title page -- Copyright page -- Table of contents -- Acknowledgements -- List of tables -- List of figures -- An introduction to technology mediated service encounters -- Part I - Social services -- Part II - Call centres --...