Historical research was conducted through literature. The report traces the evolution of technology in call centers (CCs) from their early inception to 2018. CCs are integrated into many facets of multidisciplinary areas of business, industry, and public and private institutions of higher education. Three research questions were addressed: What technologies enabled the start of CCs? How did the communications between customers and CSRs take place? What was the content of the earlier communications? How did services and communications evolve as technology matured? What are the current state-of-the-art technologies that exist in CCs? Which industries appear to have the best solutions? What are these solutions? Photograph Analysis Worksheets and Written Document Analysis Worksheets from the National Archives and Records Administration were used to analyze primary source materials. Also, used were Primary Source Analysis Tools from the Library of Congress. The final report offers a comprehensive history of the technology evolution within the industry. Included are a discussion of state-of-the-art technologies, the range of their applications and suggestions for staff training.

Stockhult, H. (2005) Medarbetaransvar – ett sätt att visa värderingar. Enkonceptualisering av medarbetarnas ansvar och ansvarstagande i callcenter.(Employee responsibility – a way of expressing values. A conceptual study ofresponsibility and how it is assumed in call center). Written in Swedish. ÖrebroStudies in Business 1. 219 pp.The focus of this study is on responsibility and how it is assumed in call centers.Call centers have developed during the last few decades and they are representinga new way of providing customer service. In scientific management there is asharp division between the planning and the execution of work. This division isalso very evident in most call centers today. But managers today often implicitlyexpect employees to take responsibility for more than the ascribed work task.The employees also expect a working situation where they are trusted with a lotof opportunities to take responsibility. In the light of these facts, the question thatshould be answered in this study is: In what ways are employees takingresponsibility in the call center organization?The knowledge acquired is based on theoretical assumptions aboutresponsibility. It is assumed that responsibility is partly given to the employee bymanagement, but also assumes responsibility on the basis of other criteria, thatcome from within the individual. The theories of responsibility are used forinterpreting actions in the call center organization. Empirically the study includestwo call center organizations. One of the call centers is mostly selling products orservices for other companies. The other call center is a nordic bank that givessupport to and sells products to the customers of its own.The results from the study confirm that besides the responsibility given bymanagement, the employees assume some other responsibilities that they perceiveas their own, self-imposed, responsibilities as employees. These self-imposedresponsibilities include responsibility for the customer, for the colleagues and foronesself. To assume these self-imposed responsibilities, the employees must tosome extent, act in reverse regarding the responsibilities given by the employer.Another conclusion is that the role of the group manager is important for the callcenter operators’ way of assuming responsibility. The last conclusion is thatalthough employers often state that they want the employee to take personalresponsibility, this favourable attitude does not show in the call center practice.

A research report submitted in partial fulfillment of the requirements for the degree of Master of Science in Mathematical Statistics, School of Statistics and Actuarial Science to the Faculty of Science University of Witwatersrand, 2019 / In this work, an investigation into the problem of optimising the operations of a call center is done. The call arrival process is explored and found to be a non-homogeneous Poisson process with arrival rate that is a piece-wise constant function. The call service times are found to possibly be lognormally distributed. The use of well-known queuing models such as the Erlang A, B and C in modeling a call center’s operations with the ultimate goal of determining optimal number of agents needed to obtain an agreed upon targeted service level (SL) threshold is discussed. The target SL involves answering between 85% - 90% of all incoming calls within 15 /30 seconds as per industry norms. / TL (2020)

Thesis advisor: Hosffman Ospino / There is a pressing need to re-awaken in teaching the prophetic call to serve the liberation of children, whose complex humanity remains systemically marginalized. This proposal is grounded in a study of the Lasallian tradition of education, which originates from John Baptist de La Salle (1651-1719), founder of the Institute of the Brothers of the Christian Schools in seventeenth century France and the patron saint for Christian teachers of the young. From a Lasallian perspective, the prophetic call to teach for children’s liberation is rooted contemplatively in a Christian mysticism of faith, which energizes an incarnational mission of education in zeal, shaped by a preferential option for children as the poor and marginalized. This preferential option for children is a hermeneutical key that reads the Lasallian mission of education forward into the twenty-first century. I develop this idea of a preferential option for children, locating it in an interpretive study that critically synthesizes a Lasallian theology of child with literature in childhood studies, spirituality, critical pedagogy and participatory action research. Building on the Lasallian imagination, this study contributes to a Christian spirituality of education as it examines how contemporary theological perspectives on children and childhood serve as a lens that deepens the interconnection between Christian mysticism, liberation, and child in teaching as a prophetic vocation. To teach for children’s liberation is to promote their flourishing as full human beings created in the image and likeness of God. It attends to conditions that protect children in their social marginalization while engaging and developing their social participation as responsible agents in our common belonging to God as God’s children and siblings-in-Christ. It demands just presence in teaching, which begins with listening as receptivity to the mystery of the child as graced irruption. The prophetic call to teach for children’s liberation is mystically rooted in contemplative wonder at the Incarnation. Such wonder must also open the teacher to being disturbed by the scandalizing action of God, who steps out of God-self not only to be with the poor, but also in the least as a human child in Jesus Christ. It is this recognition of God’s presence in each child and with children that calls forth the responsibility of teachers, making an ethical claim on them to be courageously present in ways that prioritize the human dignity of children in education. / Thesis (PhD) — Boston College, 2020. / Submitted to: Boston College. Graduate School of Arts and Sciences. / Discipline: Religious Education and Pastoral Ministry.

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Traditional call button networks that control elevator systems utilize a wired connection for communication. The communication cables are run through the elevator shaft from one call button to another and finally to the controller on the roof. Installing this wired link is highly time consuming. In this thesis, we propose the design for a wireless call button network. Two important features of this wireless network design are low cost and low power consumption. Controller Area Network (CAN) is a widely used protocol for wired networks and has been proposed for use in next generation elevator control systems. A modified CAN for wireless (MCANW) protocol has been developed for the wireless call button network. The wireless link will be implemented via the use of data radios. A modified form of traditional Binary Phase Shift Keying (BPSK) modulation scheme for the radios is proposed. The proposed modulation scheme, like differential BPSK, can be detected non-coherently but it offers better performance than differential BPSK. Its implementation includes an innovative tracking algorithm to maintain synchronization at the receiver. / Master of Science

Since the start of software, comprehension has always been an issue solved through various methods, such as bottom-up models or visualizing code, specifically graphs. They are used to obtain a bird’s-eye view and the execution path of the software. Although these tools exist, they must include important usability features. When creating software, it is essential to prioritize usability as a crucial factor. This thesis aims to identify gaps in call graph-generating software in terms of its usability. Through this, we aim to fill the gaps by creating a new call graph-generating tool with improved usability and functionality. We conducted a literature review to identify the gaps in the understanding of software comprehension. Our findings emphasize the significance of software comprehension in enhancing maintainability, usability, and guidelines. These guidelines were used to assess the open-source tools available. The gaps found helped build a foundation for creating the tool code while following the five usability guidelines. Subsequently, we conducted a within-subject study with interviews with developers and managers using our tool (CodeViz) and an open-source tool. During the interviews, we took note of the participants' feedback and completed a form. Using this data, we created graphs for the Likert data and categorizing of the text questions. We found various improvements in these aspects through Likert data, with 31\% responding more positively to comprehending the graph. With the categorizing of the questions, we found that the participants found the interactivity very useful. The simplicity of obtaining an overview of the project helped improve its effectiveness and comprehension. Furthermore, being able to aid their comprehension helps software maintainability.

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