Call Center Model question

[Yz-un-ar@www.dci.co.ir]

Stephen,

About Two years ago, David Anderson and I worked on a project for the
New York State Office of Management and Regulatory Affairs at Center for
Technology in Government. The project involved building a system
dynamics model to investigate the effectiveness of an automated voice
response customer service system for phone inquiries regarding business
permits information. The work is available at:

http://www.ctg.albany.edu

Regards,

Mohammad Mojtahedzadeh
Yz-un-ar@www.dci.co.ir
Yazd University, Yazd, I

[Stephen Downes-Martin]

Hi all,

Any pointers to references or models of the Call Center business
(specifically), or customer service/help desk operations (more
generally) much appreciated.

Many thanks,

Stephen

Stephen Downes-Martin, Ph.D.
CapitalWorks, LLC
PO Box 1058
Northampton, MA 01061, USA
Tel: 413-582-0183
Fax: 413-586-6765
Internet: dmallc@compuserve.com

[Bill Braun]

Exact URL is http://www.ctg.albany.edu
esources
ptwplst.html

Entitled "Voice Information Response System ", it is near the bottom of the
page.

Bill Braun
From: Bill Braun <medprac@hlthsys.com>