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Direct linkMurphy, Sarah Anne; Cerqua, Judith – portal: Libraries and the Academy, 2012
A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…
Descriptors: Educational Needs, Academic Libraries, Telecommunications, Program Implementation
Sloan, Thomas; Lewis, David – Journal of Education for Business, 2011
The authors report the results of a cross-class project involving sophomore-level students in an Operations Analysis (OA) class with junior-level students in an Operations Management (OM) class. The students formed virtual teams and developed a simulation model of a call center. The OM students provided the management expertise, while the OA…
Descriptors: Class Activities, Operations Research, Virtual Classrooms, Interdisciplinary Approach
