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Agents (CSRs)

Service Engineering: Multi-Disciplinary Process View. Index. Function. Scientific Discipline. Multi-Disciplinary. Service Completion ( 75% in Banks ). Call Center Design. Organization Design: Parallel (Flat) Sequential (Hierarchical). Information Design. Marketing, Operations Research.

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Agents (CSRs)

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  1. Service Engineering: Multi-Disciplinary Process View Index Function Scientific Discipline Multi-Disciplinary Service Completion (75% in Banks) Call Center Design Organization Design: Parallel (Flat) Sequential (Hierarchical) Information Design Marketing, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Experts Agents Queue (Invisible) Redial (Retrial) Database Design Busy (Rare) Job Enrichment Tele-Stress Computer-Telephony Integration - CTI Training Data Mining: MIS, Statistics,Operations Research, Marketing (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Psychology HRM MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion Agents (CSRs) VRU/ IVR Psychological Process Archive Forecasting Internet Chat Email Fax Efficiency Statistics, Human Resource Management (HRM) Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Back-Office Marketing (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 8 min) Human Factors Engineering VIP (Training) VIP Queue Service Process Design Abandonment Psychology, Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Logistics Psychology, Statistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

  2. Service Engineering: Call Center Design Index Function Scientific Discipline Multi-Disciplinary Service Completion (75% in Banks) Direct Banking, Technical Support Organization Design: Parallel (Flat) Sequential (Hierarchical) Information Design Marketing, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Experts Agents Queue (Invisible) Redial (Retrial) Database Design Busy (Rare) Job Enrichment Tele-Stress Computer-Telephony Integration - CTI Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics,Operations Research,Marketing Psychology HRM MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion Agents (CSRs) VRU/ IVR Psychological Process Archive Forecasting Internet Chat Email Fax Efficiency Statistics, Human Resource Management (HRM) Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Back-Office Marketing (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 8 min) Human Factors Engineering VIP (Training) VIP Queue Service Process Design Abandonment Psychology,Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Logistics Psychology, Statistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

  3. Service Engineering: Multi-Disciplinary Process View Index Function Scientific Discipline Multi-Disciplinary Call Center Design Service Completion (75% in Banks) Organization Design: Parallel (Flat) Sequential (Hierarchical) Information Design Marketing, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Experts Agents Queue (Invisible) Redial (Retrial) Database Design Busy (Rare) Job Enrichment Tele-Stress Computer-Telephony Integration - CTI Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics,Operations Research, Marketing Psychology HRM MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion Agents (CSRs) VRU/ IVR Psychological Process Archive Forecasting Internet Chat Email Fax Efficiency Statistics, Human Resource Management (HRM) Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Back-Office Marketing (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 8 min) Human Factors Engineering VIP (Training) VIP Queue Service Process Design Abandonment Psychology, Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Logistics Psychology, Statistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

  4. Service Engineering: Multi-Disciplinary View Index Function Scientific Discipline Multi-Disciplinary Call Center Design Service Completion (75% in Banks) Organization Design: Parallel (Flat) Sequential (Hierarchical) Information Design Marketing, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Experts Agents Queue (Invisible) Redial (Retrial) Database Design Busy (Rare) Job Enrichment Tele-Stress Computer-Telephony Integration - CTI Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics,Operations Research,Marketing Psychology HRM MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion Agents (CSRs) VRU/ IVR Psychological Process Archive Forecasting Internet Chat Email Fax Efficiency Statistics, Human Resource Management (HRM) Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Back-Office Marketing (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 8 min) Human Factors Engineering VIP (Training) VIP Queue Service Process Design Abandonment Psychology,Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Logistics Psychology, Statistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

  5. Service Engineering: Process View Index Function Scientific Discipline Multi-Disciplinary Service Completion (75% in Banks) Call Center Design Information Design Organization Design: Parallel (Flat) Sequential (Hierarchical) Marketing, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Experts Agents Queue (Invisible) Redial (Retrial) Database Design Busy (Rare) Job Enrichment Tele-Stress Computer-Telephony Integration - CTI Training Data Mining: MIS, Statistics,Operations Research, Marketing (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Psychology HRM MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion Agents (CSRs) VRU/ IVR Psychological Process Archive Forecasting Internet Chat Email Fax Efficiency Statistics, Human Resource Management (HRM) Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Marketing, HRM, Operations Research, MIS Customers Segmentation - CRM Customers Interface Design Quality Back-Office Marketing (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 8 min) Human Factors Engineering VIP (Training) VIP Queue Service Process Design Abandonment Psychology, Operations Research, Marketing Redial New Services Design (R&D) Operations Research, Economics, HRM Logistics Psychology, Statistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

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