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Browsing Boğaziçi Üniversitesi Tezleri by Subject "Call centers -- Management."

Browsing Boğaziçi Üniversitesi Tezleri by Subject "Call centers -- Management."

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  • A decision support system for workforce management in call centers 
    Gedikoğlu, Burak. (Thesis (M.A.)-Bogazici University. Institute for Graduate Studies in Social Sciences, 2006., 2006.)
    Shift design, workforce allocation and call allocation are the major problems in call center management. The aim of the call center manager is to allocate and dynamically update the workforce so that the incoming calls are ...
  • A simulation based decision support system for workforce management in call centers 
    Başarır, Birgül. (Thesis (M.A.) - Bogazici University. Institute for Graduate Studies in Social Sciences, 2011., 2011.)
    Workforce Management is critical in the call centers where thousands of calls are handled by hundreds of agents everyday. In a call center, where the call arrival rates tend to flutuate during the day, the agent allocation ...
  • An application of integrated staffing and shift optimization for a call center 
    Ertaban, Cihangir. (Thesis (M.S.) - Bogazici University. Institute for Graduate Studies in Science and Engineering, 2011., 2011.)
    Inbound call center problems need decisions in four main areas; the number of incoming calls, necessary number of agents to handle these calls, shift starting times for the operations and the number of agents to be allocated ...
  • Modeling of customer satisfaction in call centers 
    Aslantaş, Yeliz Leyla. (Thesis (M.S.)-Bogazici University. Institute for Graduate Studies in Science and Engineering, 2010., 2010.)
    The customer satisfaction becomes a key element in the service sector in the 21st century. Many companies prefer to contact their customers through call centers in order to give service in a cost effective way and retain ...
  • Multivariate statistical process control approach for performance evaluation in call centers 
    Kalaycı, Tolga Ahmet. (Thesis (M.S.)-Bogazici University. Institute for Graduate Studies in Science and Engineering, 2011., 2011.)
    In this thesis, a multivariate performance assessment model for the inbound department of a call center was proposed. The model is treated with principal component analysis (PCA). The main reasons for the employment of PCA ...

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