Improving operational measures in a financial institute call center: a case study
This article presents a case study that shows the impact of a proposed method of performance measures in a call center service system in one of the largest financial institutions in Israel. It proposes a policy for load-reduction in the peak hours coupled with an improvement in the automated routin...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Associação Brasileira de Engenharia de Produção (ABEPRO)
2017-07-01
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| Series: | Brazilian Journal of Operations & Production Management |
| Subjects: | |
| Online Access: | https://bjopm.emnuvens.com.br/bjopm/article/view/294 |