... and the methodology is discussed in the context of a typical call centre business. Findings Reengineering business processes involve changes in people, processes and technology over time. In this paper, a flexible business process modelling, simulation and reengineering (BPMSR) approach is presented. Modelling...

... this. William P. Wagner can be contacted at: William.wagner@villanova.edu © Emerald Group Publishing Limited 2006 Extensible Markup Language Call centres Channel relationships Communications Today, the telephone is just one of the many methods that a customer can use to communicate...

...Kokin Lam; R.S.M. Lau As the call center services are becoming an integrated part of most organizations, the efficiency of their operations is vital to the competitiveness of the organizations. This paper describes a restructuring effort of a Hong Kong‐based company, which provides technical...