This report compressed the results of a four-month initiative to identify unmet needs and market opportunities in Colombia, El Salvador, Brazil and Mexico, and present a potential private sector solutions that can address these unmet needs profitably.

This report compressed the results of a four-month initiative to identify unmet needs and market opportunities in Colombia, El Salvador, Brazil and Mexico, and present a potential private sector solutions that can address these unmet needs profitably.

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments...

The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deepening knowledge about the impact of...

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

Contact centers are increasingly assuming a role in the relationship among organizations and customers. This is a sector that has a considerable growth around the world pushed by the telecommunication deregulation and by the need to improve interaction with customers. This phenomenon is...