Service Engineering of Call Centers: Research, Teaching, and Practice
A course on Service Engineering has been taught at the Technion for over ten years . Some unique aspects of the course are the incorporation of state-of-the-art research and real-world data in lectures, recitations and homework. Currently, the application focus of the course is telephone call centers, which constitute an explosively-growing branch of the service industry. Indeed, due to their practical importance and the diversity of their operational problems, call centers provide numerous challenges to Service Sciences, Engineering and Management.
In this contribution, we discuss significant research directions in the field of Service Engineering of Call Centers. The role of measurements and data collection at the individual-call level is emphasized. We describe software tools and databases that have been developed at the Technion in order to analyze operational performance of call centers and facilitate their statistical analysis. This prepares the ground for a survey of our “Service Engineering” course, with which we conclude.
KeywordsService Time Arrival Rate Call Center Service Engineer Service Duration
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