In the digital age, service center operations, including call centers and help desks, are increasingly important as main channels for organizations to interact with their customers. Companies are looking for ways to manage service centers more efficiently — including routing calls to appropriate representatives — because service centers have a direct impact on customer satisfaction and firm performance.

Nicholas Berente

A behavioral perspective on service center routing: The role of inertia” is forthcoming in the Journal of Operations Management from Nicholas Berente, the Viola D. Hank Associate Professor, and Kaitlin Wowak, associate professor of information technology, analytics and operations at Notre Dame’s Mendoza College of Business. The research centers on the concept of behavioral inertia, which refers to a tendency to stick with the status quo. Because of their cognitive biases and social…

Read more…

Share.

Comments are closed.