This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforc

Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity

Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-col

This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.

This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, e