Handouts | Related materials | Back to lectures
Handouts
Related Materials
- Reading Packets for SBR:
- Optional Packet: Skills-Based Routing
- O. Garnett and A. Mandelbaum, “Skills-Based Routing and its Operational Complexities”.
- “NationsBank”, Wharton Case; focus on Process Flow and CRM-Based (Ideal) Table of Performance Measures.
- Z. Aksin, and P. Harker, “To Sell or Not to Sell”, Journal of Service Research, Vol. 2, No. 1, pages 19-33, 1999. Discussion and a Queueing Model to analyze the effects (possibly negative) of cross-selling. Reading support for the NationsBank.
- F. Moss, H. Salzman, and C. Tilly, “Under Construction: The Continuing Evolution of Job Structures in Call Centers”, Industrial Relations, Vol. 47, No. 2, pages 173-208, (April) 2008.
- Introduction to course
- Innovation in Retail Banking, By Frey, Harker & Hunt
- Telephone Call Centers: Tutorial, Review and Research Prospects. By Gans, Koole, and Mandelbaum.
- Q-Domino: Customers Can Choose Their Service (Movie 1.8MB)
Back to lectures