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PRODUCTION AND OPERATIONS MANAGEMENT …
The Modern Call Center: A Multi-Disciplinary Perspective on OperationsManagement ResearchZeynep Aksin Mor Armony Vijay MehrotraCollege of Administrative Sciences and Economics, Koc University, Rumeli Feneri Yolu,34450 Sariyer-Istanbul, TurkeyLeonard N. Stern School of Business, New York University, West 4th Street, KMC 8 62, New York,New York 10012, USAD epartment of Decision Sciences, College of Business, San Francisco State University, 1600 Holloway Avenue,San Francisco, California 94132-1722, centers are an increasingly important part of today s business world, employing millions ofagents across the globe and serving as a primary customer-facing channel for firms in manydifferent industries. Call centers have been a fertile area for OPERATIONS MANAGEMENT researchers inseveral domains, including forecasting, capacity planning, queueing, and personnel scheduling.
The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research Zeynep Aksin • Mor Armony • Vijay Mehrotra College of Administrative Sciences and Economics, Koc University, Rumeli Feneri Yolu,
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