Call centers, increasingly labeled as contact centers due to their enlarged
role, are a vital channel of customer contact for business. This research group
was established to study different aspects of this important delivery channel
across sectors and functional specializations. Members of our group have looked
at a wide array of call center design and management problems. Examples of these
are outsourcing contract design, sizing and staffing, call routing,
quantification of various performance measures, design of performance evaluation
systems for call center staff, customer relationship management, call center
customer satisfaction, call center cross-selling strategies and tactics, and
customer segmentation. Earlier projects have involved call centers from
different industries like mobile telecommunications and financial services. We
have analyzed problems from a strategy, operations, engineering, and marketing
perspective. |