Agents

1
Service Engineering Multi-Disciplinary Process
View
Service Completion (75 in Banks)
Call Center Design
Organization Design Parallel (Flat) Sequential
(Hierarchical)
Information Design
Marketing, Psychology, 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 6 min)
Human Factors Engineering
VIP (Training)
VIP Queue
Service Process Design
Abandonment
Psychology, Operations Research, Marketing
New Services Design (RD)
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
Service Completion (75 in Banks)
Direct Banking, Technical Support
Organization Design Parallel (Flat) Sequential
(Hierarchical)
Information Design
Marketing, Psychology, 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
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 6 min)
Human Factors Engineering
VIP (Training)
VIP Queue
Service Process Design
Abandonment
Psychology, Operations Research, Marketing
New Services Design (RD)
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
Call Center Design
Service Completion (75 in Banks)
Organization Design Parallel (Flat) Sequential
(Hierarchical)
Information Design
Marketing, Psychology, 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
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 6 min)
Human Factors Engineering
VIP (Training)
VIP Queue
Service Process Design
Abandonment
Psychology, Operations Research, Marketing
New Services Design (RD)
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
Call Center Design
Service Completion (75 in Banks)
Organization Design Parallel (Flat) Sequential
(Hierarchical)
Information Design
Marketing, Psychology, 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
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 6 min)
Human Factors Engineering
VIP (Training)
VIP Queue
Service Process Design
Abandonment
Psychology, Operations Research, Marketing
New Services Design (RD)
Redial
Operations Research, Economics, HRM
Logistics
Psychology, Statistics
Lost Calls
Operations, Marketing, MIS
Positive Repeat Business Negative New Complaint
5
Service Engineering Process View
Service Completion (75 in Banks)
Call Center Design
Information Design
Organization Design Parallel (Flat) Sequential
(Hierarchical)
Marketing, Psychology, 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 6 min)
Human Factors Engineering
VIP (Training)
VIP Queue
Service Process Design
Abandonment
Psychology, Operations Research, Marketing
Redial
New Services Design (RD)
Operations Research, Economics, HRM
Logistics
Psychology, Statistics
Lost Calls
Operations, Marketing, MIS
Positive Repeat Business Negative New Complaint