IP的语音传输(Voice over Internet Protocol,VoIP)技术是一种基于网络的语音技术,它可以将语音信号转换成数据流,并在互联网上传输。VoIP技术与Call Center的融合使用户在通话时能更加方便、快捷地使用互联网,节省时间和费用,实现语音...IP的语音传输(Voice over Internet Protocol,VoIP)技术是一种基于网络的语音技术,它可以将语音信号转换成数据流,并在互联网上传输。VoIP技术与Call Center的融合使用户在通话时能更加方便、快捷地使用互联网,节省时间和费用,实现语音信号与数据流的同时传输,提高通话质量和效率。同时,技术融合可以解决传统呼叫中心面临的一些挑战,如服务质量下降、成本上升等问题。展开更多
Analysis of customers＇ satisfaction provides a guarantee to improve the service quality in call centers.In this paper,a novel satisfaction recognition framework is introduced to analyze the customers＇ satisfaction.I...Analysis of customers＇ satisfaction provides a guarantee to improve the service quality in call centers.In this paper,a novel satisfaction recognition framework is introduced to analyze the customers＇ satisfaction.In natural conversations,the interaction between a customer and its agent take place more than once.One of the difficulties insatisfaction analysis at call centers is that not all conversation turns exhibit customer satisfaction or dissatisfaction. To solve this problem,an intelligent system is proposed that utilizes acoustic features to recognize customers＇ emotion and utilizes the global features of emotion and duration to analyze the satisfaction. Experiments on real-call data show that the proposed system offers a significantly higher accuracy in analyzing the satisfaction than the baseline system. The average F value is improved to 0. 701 from 0. 664.展开更多
The main goal of the paper is to interpret the concept of organizational change in the perspective of critical management studies, by analyzing both the discourses and the control practices used by management. We aim ...The main goal of the paper is to interpret the concept of organizational change in the perspective of critical management studies, by analyzing both the discourses and the control practices used by management. We aim at denaturalize the concept of change related to transition from a bureaucratic model to a professional （post-bureaucratic） model of the call centers organizational design, showing how these discourses and practices reproduce control systems. For this purpose, two cases study of call center outsourced industry are presented. On one hand, we emphasize the bureaucratic nature of call center A associated with standardization of processes and products and where work is highly controlled and routinised. On the other hand, we observe a different image of call center： call center B can be described as a place where work is customized, workers are considered key resources with higher competences and skills that are able to give customers unique solutions and to give answer to complex questions. We suggest that these ＂new practices＂ and ＂new organizational approaches＂ are merely illusions of change. We argue that in professional model （call center B）, control institutionalized through technology is strengthened and deepened by the use of post-bureaucratic control in shaping organizational behaviors, reproducing a Panopticon structure both in terms of electronic surveillance and in terms of behavioral （self） regulation and discipline展开更多
Call center technology has been widely used in China, including industries of banking, railway, telecommunication, electron, insurance, and so on. But the actual effects and benefits brought by adoption of call center...Call center technology has been widely used in China, including industries of banking, railway, telecommunication, electron, insurance, and so on. But the actual effects and benefits brought by adoption of call center are really poor. This paper analyzes the situation of call center＇s adoption in several major industries in China and also analyzes the existing problems, From the point of view of strategies of enterprises and call center, this paper puts forward a set of strategic and theoretical suggestions for call center development in China.展开更多
Traditional call centers can be accessed via speech only, and the call center based on web provides both data and speech access, but it needs a powerful terminal computer. By analyzing traditional call centers and ca...Traditional call centers can be accessed via speech only, and the call center based on web provides both data and speech access, but it needs a powerful terminal computer. By analyzing traditional call centers and call centers based on web, this paper presents the framework of an advanced call center supporting WAP access. A typical service is also described in detail.展开更多
Call centers have grown world-wide during the past decade. One of the most important aspects considered by call center managers is the optimization of its operators, which implies covering the highly variable demand a...Call centers have grown world-wide during the past decade. One of the most important aspects considered by call center managers is the optimization of its operators, which implies covering the highly variable demand and f＇mding an efficient way to assign people to certain shifts in order to achieve a desirable service level and abandonment rate. Another challenge is determining which system setup is appropriate for the specific call center. Should we have a single-skill call center or multi-skill call center？ If we do have the latter, how many multi-skill agents should we have on staff？. In this case study, we generate and analyze discrete-event systems simulation-optimization models to test the behavior of a real-world call center under the actual configuration and under different levels of cross-training. The model results help call center managers by： 1） determining the optimal number of operators needed for different staff configtmations in order to achieve the targets for service level and abandonment; 2） providing information about the trade-off between the key measurements in the call center; and 3） providing useful information about the number of operators needed and used for each hour of operation to estimate the number of four-hour shifts required to achieve the performance targets. Our experimental f＇mdings from this case study suggest that a bi-skill call center is economically better in the long-rtm compared to a full-skill or single-skill call center. This case study augments the call center body of knowledge by providing additional managerial insights for the operations management community.展开更多
文摘IP的语音传输(Voice over Internet Protocol,VoIP)技术是一种基于网络的语音技术,它可以将语音信号转换成数据流,并在互联网上传输。VoIP技术与Call Center的融合使用户在通话时能更加方便、快捷地使用互联网,节省时间和费用,实现语音信号与数据流的同时传输,提高通话质量和效率。同时,技术融合可以解决传统呼叫中心面临的一些挑战,如服务质量下降、成本上升等问题。
基金Supported by the National Natural Science Foundation of China(61473041,61571044,11590772)
文摘Analysis of customers＇ satisfaction provides a guarantee to improve the service quality in call centers.In this paper,a novel satisfaction recognition framework is introduced to analyze the customers＇ satisfaction.In natural conversations,the interaction between a customer and its agent take place more than once.One of the difficulties insatisfaction analysis at call centers is that not all conversation turns exhibit customer satisfaction or dissatisfaction. To solve this problem,an intelligent system is proposed that utilizes acoustic features to recognize customers＇ emotion and utilizes the global features of emotion and duration to analyze the satisfaction. Experiments on real-call data show that the proposed system offers a significantly higher accuracy in analyzing the satisfaction than the baseline system. The average F value is improved to 0. 701 from 0. 664.
文摘The main goal of the paper is to interpret the concept of organizational change in the perspective of critical management studies, by analyzing both the discourses and the control practices used by management. We aim at denaturalize the concept of change related to transition from a bureaucratic model to a professional （post-bureaucratic） model of the call centers organizational design, showing how these discourses and practices reproduce control systems. For this purpose, two cases study of call center outsourced industry are presented. On one hand, we emphasize the bureaucratic nature of call center A associated with standardization of processes and products and where work is highly controlled and routinised. On the other hand, we observe a different image of call center： call center B can be described as a place where work is customized, workers are considered key resources with higher competences and skills that are able to give customers unique solutions and to give answer to complex questions. We suggest that these ＂new practices＂ and ＂new organizational approaches＂ are merely illusions of change. We argue that in professional model （call center B）, control institutionalized through technology is strengthened and deepened by the use of post-bureaucratic control in shaping organizational behaviors, reproducing a Panopticon structure both in terms of electronic surveillance and in terms of behavioral （self） regulation and discipline
文摘Call center technology has been widely used in China, including industries of banking, railway, telecommunication, electron, insurance, and so on. But the actual effects and benefits brought by adoption of call center are really poor. This paper analyzes the situation of call center＇s adoption in several major industries in China and also analyzes the existing problems, From the point of view of strategies of enterprises and call center, this paper puts forward a set of strategic and theoretical suggestions for call center development in China.
文摘Traditional call centers can be accessed via speech only, and the call center based on web provides both data and speech access, but it needs a powerful terminal computer. By analyzing traditional call centers and call centers based on web, this paper presents the framework of an advanced call center supporting WAP access. A typical service is also described in detail.
文摘Call centers have grown world-wide during the past decade. One of the most important aspects considered by call center managers is the optimization of its operators, which implies covering the highly variable demand and f＇mding an efficient way to assign people to certain shifts in order to achieve a desirable service level and abandonment rate. Another challenge is determining which system setup is appropriate for the specific call center. Should we have a single-skill call center or multi-skill call center？ If we do have the latter, how many multi-skill agents should we have on staff？. In this case study, we generate and analyze discrete-event systems simulation-optimization models to test the behavior of a real-world call center under the actual configuration and under different levels of cross-training. The model results help call center managers by： 1） determining the optimal number of operators needed for different staff configtmations in order to achieve the targets for service level and abandonment; 2） providing information about the trade-off between the key measurements in the call center; and 3） providing useful information about the number of operators needed and used for each hour of operation to estimate the number of four-hour shifts required to achieve the performance targets. Our experimental f＇mdings from this case study suggest that a bi-skill call center is economically better in the long-rtm compared to a full-skill or single-skill call center. This case study augments the call center body of knowledge by providing additional managerial insights for the operations management community.
