Atlanta / Mayben / Cleveland / Reading / Chicago / /
Company
M&SOM / AT&T / L.L. Bean / Queueing Systems / /
Country
United States / India / Ireland / / /
Facility
University of Pennsylvania / /
IndustryTerm
retail banks / simulation tools / help desk services / speech-recognition technology / center technology / telephone services / pure telephone services / public service telephone network / information system / telephone call centers / data mining / telephone key pads / telephone lines / tele-services / telecommunication equipment / web-based merchants / catalogue retailer / workforce management systems / large airline / airline example / customer relationship management / bank balances / bank accounts / multi-media contact centers / capacity management / airline / response services / call-center applications / example airline / telecommunications / communications systems / call center management / information technology / customer data server / fax services / telephone call center / Computer-telephone integration / socio-technical systems / telephone and information systems / /
Organization
Wharton School / Sloan Foundation / National Science Foundation / Israeli Science Foundation / Wharton Financial Institutions Center / University of Pennsylvania / Philadelphia / Technion / /
Person
Wallace Hopp / Lee Schwarz / Noah Gans / / /
Position
recent analyst / /
ProgrammingLanguage
Erlang / /
ProvinceOrState
North Dakota / /
Technology
CRM / speech-recognition technology / Information Technology / center technology / PSTN / automatic call distributor / data mining / CRM system / simulation / interactive voice response / PBX / /
Telephone Call Centers: Tutorial, Review, and Research Prospects ∗