Concepedia

Call Center Layout

Call Center Layout is a service facility layout design that systematically organizes physical workspaces, technology, and personnel in a call center environment to optimize communication efficiency, workflow integration, and agent productivity within a centralized customer service operation.

17

Publications

613

Citations

22

Authors

11

Institutions

Publications per year

2017–2026

0

Parents

Publications

17

CALL Environments: Research, Practice, and Critical Issues

Klaus Schwienhorst · System · 2000 · 148 citations

, , +11

Call configurations: varieties of call centre and divisions of labour

Miriam Glucksmann · Work Employment and Society · 2004 · 120 citations

, , +13

The contradictions of CRM – a critical lens on call centres

Helen Richardson, Debra Howcroft · Information and Organization · 2005 · 45 citations · Full text

, , +10

The growth of telephone call centres in peripheral areas of Britain: Evidence from Tyne and Wear

Ranald Richardson, JN Marshall · Area · 1996 · 43 citations

, , +9

Designing a call center with an IVR (Interactive Voice Response)

Polyna Khudyakov, Paul D. Feigin, Avishai Mandelbaum · Queueing Systems · 2010 · 42 citations

, , +10

1–5 of 17

Authors

22

  1. HR
    Helen Richardson

    University of Salford, United Kingdom

    3 publications · 83 citations

    3

    h-index

  2. DH
    Debra Howcroft

    University of Manchester, United Kingdom

    2 publications · 71 citations

    2

    h-index

  3. TK
    Tony Kinder

    University of Edinburgh, United Kingdom

    1 publications · 18 citations

    1

    h-index

  4. CS
    Charlotte Stoltz

    1 publications · 12 citations

    1

    h-index

  5. JM
    JN Marshall

    Newcastle University, United Kingdom

    1 publications · 43 citations

    1

    h-index

1–5 of 22

Institutions

11

  1. University of Manchester

    Manchester, United Kingdom

    2 h-index

    2 publications

    71 citations

  2. University of Salford

    Salford, United Kingdom

    2 h-index

    2 publications

    71 citations

  3. Trinity College Dublin

    Dublin, Ireland

    1 h-index

    1 publications

    148 citations

  4. Mahidol University

    Bangkok, Thailand

    1 h-index

    1 publications

    15 citations

  5. University of Edinburgh

    Edinburgh, United Kingdom

    1 h-index

    1 publications

    18 citations

  6. Siemens (Germany)

    Munich, Germany

    1 h-index

    1 publications

    18 citations

  7. Western Sydney University

    Richmond, Australia

    1 h-index

    1 publications

    37 citations

  8. Technion – Israel Institute of Technology

    Haifa, Israel

    1 h-index

    3 publications

    126 citations

1–8 of 11

Venues

  1. Information and Organization

    2 publications · 71 citations

    2

    h-index

  2. New Technology Work and Employment

    2 publications · 51 citations

    2

    h-index

  3. DMU Open Research Archive (De Montfort University)

    Repository · 1 publications · 12 citations

    1

    h-index

  4. Journal of service management

    1 publications · 15 citations

    1

    h-index

  5. Cornell Hotel and Restaurant Administration Quarterly

    CQ · 1 publications · 22 citations

    1

    h-index

1–5