Service Engineering of Call Centers: Research, Teaching, and Practice

* Faculty of Industrial Engineering and Management, Technion, Haifa, 32000, Israel ABSTRACT A course on Service Engineering has been taught at the Technion for over ten years [ 19]. Some unique aspects of the course are the incorporation of state-of-the-art research and real-world data in lectures, recitations and homework. Currently, the application focus of the course is telephone call centers, which constitute an explosively-growing branch of the service industry. Indeed, due to their practical importance and the diversity of their operational problems, call centers provide numerous challenges to Service Sciences, Engineering and Management.

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