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The article discusses the concept of Net Promoter Score (NPS) and its impact over the past two decades. NPS has become widely adopted as a performance metric and a tool for monitoring customer satisfaction. The article acknowledges the ongoing debate surrounding the effectiveness of NPS and its application in various contexts. It also highlights the tensions between academia and practice in the development and adoption of management concepts. The article concludes by emphasizing the practical reasons for NPS's popularity and its potential for improving organizational relationships with customers and employees. However, it also acknowledges unresolved criticisms of NPS and the need for evidence-based approaches in management. [Extracted from the article]

Ensuring customer satisfaction is one of the main objectives of a call center. We focus on the question of how many agents are necessary and how they should be allocated to maintain a service level threshold and reduce the expected waiting time of the customers. In this paper, we consider a multistage call center that consists of a front and a back office, impatient customers, and an overflow mechanism. Based on the performance evaluation of such a system using a continuous-time Markov chain, a configuration of agents is determined using a binary search algorithm. We focus on structural insights, e.g., convexity conditions, to obtain a quick solution for the staffing problem. Since monotonicity does not always hold, the approach is heuristic. The numerical results show the performance of the algorithm. The influence of the fraction requiring second-level service in the back office and the impatience rate for the minimum number of agents is shown. [ABSTRACT FROM AUTHOR]

Can an intelligent call center improve the deployment of a safe and effective diversified response (e.g., differential police response, coresponse and Alternate First Responders)? This article examines a proof-of-concept intelligent call center for enhanced 911 call processing, at the City of Seattle (Washington, USA). This study employed common commercial technology to 1) transcribe incoming 911 call audio, 2) render a real-time forecast of call risk and 3) visualize the results for personnel handling the call as “intelligent decision support.” This project proves a “human-inthe- loop” application of Machine Learning (ML) can support the professional judgement of experienced human operators with a precise, low-latency forecast of call risk. Further, the demonstrated system is designed to learn. As a diversified response system evolves, statistical feedback is incorporated using the Risk Managed Demand framework. Implications for risk management, the opportunity for diversified response, and the ethics of ML are discussed. [ABSTRACT FROM AUTHOR]

The meshing and limit equations of worm drive usually have strong nonlinearities such as multiple solutions, solution nonexistence and equation singularity. Meanwhile, the tooth surfaces of worm drive are in nonconforming line contact, which often requires mesh refinement of contact region for the loaded contact analysis. These two challenges cause that the modeling of worm drive heavily relies on manual adjustment and the loaded contact analysis of worm drive is still rare especially when edge contact and assembly error are concerned. Focusing on the double enveloping hourglass worm (DEHW) drive with planar generatrix, this work presents procedures to solve meshing and limit equations with global convergence. The instantaneous contact line, meshing limit line, curvature interference limit line and tooth surface grid discretization are adaptively generated, without manual trial or adjustment. On the basis of adaptive mesh refinement of tooth surface, the mortar virtual element method is adopted for loaded contact analysis of DEHW drive with edge contact and center distance error. Under sliding friction, the discrete system of governing equalities and inequalities is solved by semi-smooth Newton algorithm after constraint condensation. Numerical results for meshing theory and loaded contact analysis of DEHW drive with planar generatrix are discussed. [ABSTRACT FROM AUTHOR]

With the growth of mobile e-business, it has become common for customers to experience an explosion of instant desire to consume in a short period of time. Companies are harnessing this momentum, hoping to better capture, retain and convert these consumer desires into actual sales orders. Consequently, companies also need to use pre-sales call centers to provide the satisfied service and motivate more customers to repurchase, thereby increasing the revenue. The function of the call centers is updated from providing post-sales service to providing pre-sales consultation. In this regard, this paper examines the impact of delayed announcements consisting of queue information on customer repurchase behavior in pre-sales call centers. We classify the queuing information into no-information, part-information and full-information according to the level of information by constructing a simulation model. In the simulation experiments, some application scenarios are set up to describe the load of the call center. In all the given scenarios, we find out the full-information, which provides the delay time, is always the best. Moreover, the different methods for estimating the delay time to provide the full-information, namely LES, EA, EA2 and WA–LES, are compared. We find optimal announcements for the application scenarios set out in the time-varying scenario as well. Consequently, considering there exists certain cost for the company to make WA–LES announcements, while some call centers can only provide part-information instead, this paper investigates the impact of estimate bias on customer repurchase behavior and company revenue. Subsequently, the company revenue is further investigated in two extended experiments, where repurchase influence power and repurchase number are limited. The analysis ideas and simulation logic of this paper have good reference significance for e-commerce pre-sales call centers, and the suggestions for setting information levels in practice while considering customer repurchase behavior are also clearly given in the conclusion of the paper. [ABSTRACT FROM AUTHOR]

A CF/PEEK‐reinforced Al metal‐composite hybrid structure (CF/PEEK/Al) and CF/PEEK bar were subjected to high strain rate compression tests with a split Hopkinson pressure bar (SHPB). With the increase in strain rates, both CF/PEEK and CF/PEEK/Al showed the strain rate strengthening effect, and the microscopic fracture surface of CF/PEEK changes from rough to smooth. In the plastic rheological stage of stress–strain curve, CF/PEEK shows a plateau effect, while CF/PEEK/Al shows the strain weakening effect. When the strain rate exceeds 3800 s−1, the stress–strain curve exhibits a secondary wave peak. The peak values of the secondary peak in CF/PEEK/Al are larger than CF/PEEK. In terms of peak stress, yield stress, and specific energy absorption, CF/PEEK/Al outperforms CF/PEEK. Compared with other structures, the CF/PEEK/Al metal‐composite hybrid structure has certain advantages in terms of yield strength and yield strain. The finite element method (FEM) and DIC system were applied to observe the dynamic damage process in the compression impact test. It was found that in CF/PEEK/A1, the Al thin‐walled tube was damaged and cracked at the contact interface, and the inner CF/PEEK began to be damaged at the contact center with the input bar. And at 335 μs after contact began, the shear band ran through to the side of the samples. Highlights: A CF/PEEK‐reinforced Al metal‐composite hybrid structure (CF/PEEK/Al) was proposed, which is superior to CF/PEEK.When the strain rate exceeds 3800 s−1, the stress–strain curves of CF/PEEK and CF/PEEK/Al exhibit a secondary wave peak. The peak values of the secondary peak in CF/PEEK/Al are larger than CF/PEEK.With the increase in strain rates, both CF/PEEK and CF/PEEK/Al showed the strain rate strengthening effect, and the microscopic fracture surface of CF/PEEK changes from rough to smooth.In CF/PEEK/A1, the Al thin‐walled tube was damaged and cracked at the contact interface, and the inner CF/PEEK began to be damaged at the contact center with the input bar. And at 335 μs after contact began, the shear band ran through to the side of the samples. [ABSTRACT FROM AUTHOR]

Background: The Sauvé–Kapandji (S-K) method is a surgical procedure performed for chronic deformities of the distal radial ulnar joint (DRUJ). Changes to the joint contact surface from pre- to postoperatively under physiological in vivo conditions have not yet been determined for this useful treatment. The aim of the present study was therefore to compare the articular contact area of the wrist joint between before and after the S-K method for DRUJ disorders. Methods: The SK method was performed for 15 patients with DRUJ osteoarthritis and ulnar impaction syndrome. We calculated the Mayo Wrist Score as the patient's clinical findings and created 3-dimensional bone models of cases in which the S-K method was performed and calculated the contact area and shift in the center of the contact area using customized software. Results: The Mean modified Mayo Wrist Score improved significantly from 60.3 preoperatively to 80.3 postoperatively (P < 0.01). Scaphoid contact area to the radius increased significantly from 112.6 ± 37.0 mm2 preoperatively to 127.5 ± 27.8 mm2 postoperatively (P = 0.03). Lunate contact area to radius-ulna was 121.3 ± 43.3 mm2 preoperatively and 112.5 ± 37.6 mm2 postoperatively, but this decrease was not significant (P = 0.38). Contact area ratio of scaphoid to lunate increased significantly from 1.01 ± 0.4 preoperatively to 1.20 ± 0.3 postoperatively (P = 0.02). Postoperative translations of the center of the scaphoid and lunate contact areas were decomposed into ulnar and proximal directions. Ulnar and proximal translation distances of the scaphoid contact area were 0.8 ± 1.7 mm and 0.4 ± 0.6 mm, respectively, and those of the lunate contact area were 1.1 ± 1.7 mm and 0.4 ± 1.1 mm, respectively. This study revealed changes in wrist contact area and center of the contact area before and after the S-K method. Conclusion: These results may accurately indicate changes in wrist joint contact area from pre- to postoperatively using the S-K method for patients with DRUJ disorder. Evaluation of changes in contact area due to bone surface modeling of the wrist joint using 3DCT images may be useful in considering surgical methods. [ABSTRACT FROM AUTHOR]

Rampant suburbanisation is one of the most visible changes evidenced in cities throughout Central and Eastern Europe in the past three decades. In this paper, we analyse how suburbanisation unfolded in East Germany after reunification. We do this against the background of ongoing debates about the usefulness and meaning of the term post-socialism that have questioned the self-enclosed spatiality of the concept and suggest giving the concept of neoliberalisation a more central role in analysing the changes experienced in this part of the world. We show that the suburbanisation process in East Germany rested on three neoliberal policy orientations: (1) extensive investment stimuli for the construction of new rental housing, (2) promotion of home ownership and (3) the privileging of suburban locations through planning gaps. Since all these policies are based on neoliberal ideas, we argue that neoliberalisation and post-socialist reform agendas have appeared as two sides of the same coin. Against this background, we advocate putting the developments that came after socialism at the centre of the research and call for a new generation of studies on post-socialist neoliberalisation. [ABSTRACT FROM AUTHOR]

In the context of labour arbitrage, Romania became home to an expanding nearshoring business service sector. Many graduates work in 'call centres': a generic term for various types of customer-oriented services associated with different employment regimes and company structures. This research examines the discursive construction of compliance to precarious work, largely centred on managerial perspectives. Based on in-depth interviews with managers, HR staff, call-centre operators and through the thematic analysis of managerial outlets and career events, the paper unpacks several mechanisms, metaphors, and symbols that maintain young people's adherence to the demands of work. It is argued that the repertoire of neo-liberal tropes (authenticity, personal development, growth) creates legitimacy for an (arguably) precarious sector in an emerging economy, and ultimately crafts individual-ized working narratives. The paper suggests that young employees appropriate the related structures and the master narratives, whilst lacking a solid repertoire to critically engage with them. [ABSTRACT FROM AUTHOR]

The edited collection "Thinking with an Accent: Toward a New Object, Method, and Practice" brings together scholars from various disciplines to explore the significance of accent in the global cultural economy. The book reframes existing scholarship on accent from linguistic, racial, and sound studies perspectives and examines how accent intersects with migration policy, employment, culture, digital technologies, and politics. The chapters in the collection offer diverse approaches, including conceptual analyses and case studies, to illustrate the complexities of accent and its role in power dynamics and negotiations. The book is interdisciplinary and will be valuable to fields such as cultural studies, literary studies, voice studies, linguistics, politics, law, education, and sociology. It is published in an open access format, making it accessible to a wide range of readers. [Extracted from the article]

Copyright of Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) is the property of Dinasti Publisher and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The development of a decision support tool to assist with call center agent scheduling at Henkel is described. Call center demand varies by hour, and agents have dissimilar service time distributions. Target agent utilizations are calculated using a metamodel of a simulation that finds the elbow of the utilization to waiting time curve. This article presents a customized decision support system for labor allocation at Henkel Corporation's Loctite adhesives call center, which mainly serves business-to-business customers who use Loctite adhesives to bond parts during manufacturing. The project includes an analysis of call center data, a simulation model that captures nuances of its operations, and a metamodel that generates optimal server utilization targets. The system, which projects performance on an hour-by-hour basis, maintains flexibility when assigning staff. Its use has decreased caller abandonment rates from 4.26% to 2.83% without increasing agent labor costs. History: This paper was refereed. [ABSTRACT FROM AUTHOR]

Copyright of Revista Espacios is the property of Talleres de Impresos Oma and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Espacios is the property of Talleres de Impresos Oma and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Objective: This study retrospectively evaluates Ankara Emergency Medical Services' (EMS) prehospital responses to firearm injuries concerning demographic characteristics, response times, and outcomes. Materials and Methods: Data were extracted from the Ankara EMS database (ASOS) encompassing firearm injury cases from January 1, 2019, to December 31, 2023, totaling 2,764 cases. Descriptive statistics were analyzed across years, focusing on EMS response times. Results: Of the 2,764 cases analyzed, 92.1% involved male patients and 7.9% female patients. Most incidents (71.2%) occurred on weekdays compared to weekends (28.8%). Soft tissue traumas accounted for 53.5% of cases, followed by interhospital transports (21.3%), medical cases (13.7%), and suicides (11.4%). Regarding outcomes, 65.6% of cases were transported to a hospital, 21.3% underwent interhospital transfers, and 11.4% were declared dead on arrival. The average call center response time was 324.6 seconds, ambulance team response time was 45.1 seconds, and time to scene arrival averaged 502.9 seconds. Conclusion: Ankara EMS demonstrated prompt and effective responses to firearm injuries, predominantly involving male patients. Most cases were directed to training and research hospitals, highlighting these institutions' pivotal role in EMS operations. These findings provide valuable insights for enhancing EMS protocols and future research. This study aims to inform and guide future investigations in this field. [ABSTRACT FROM AUTHOR]

Abstract Background During the Covid-19 pandemic, a number of hotlines/helplines/call centers was implemented to provide remote services and support public health. The objective of this study was to investigate the characteristics, challenges and lessons learned of implementing Covid-19 hotlines/helplines/call centers during the pandemic. Methods PubMed, Web of Science, Scopus, the Cochrane Library, IEEE Xplore, and ProQuest databases as well as Google Scholar were searched between 1st January 2020 and 31st December 2023 to retrieve relevant articles published in English. The quality and risk of bias of the studies were assessed using the Appraisal tool for Cross-Sectional Studies (AXIS), the Mixed Methods Appraisal Tool (MMAT), and Critical Appraisal Skills Programme (CASP) Checklist. Results In total, 43 out of 1440 articles were included in this study. About half of the hotlines/helplines/call centers were launched in March 2020 (n = 19). Providing psychological support (n = 23), reliable information about Covid-19 (n = 10), healthcare advices about Covid-19 (n = 8), and triage (n = 7) were the most common purposes of implementing these services. The most common challenges included a lack of physical examination, unavailability of hotlines/helplines/call centers at the point of need, and delay in updating Covid-19 information. The most common lessons learned were employing qualified staff, providing proper training, and getting feedback from the callers and operators. Conclusion According to the results, most of the Covid-19 hotlines/helplines/call centers were launched in the early months of the pandemic, and about half of them were active seven days a week. Most of the operators were mental health providers and clinicians. The findings show the importance of continuous psychological support during crises, particularly when adequate information about the situation is not available. The challenges experienced by the callers and operators as well as the lessons learned by the service providers also need to be considered for future crises to increase the effectiveness of similar services.

Background: Telephone triage is used to optimise patient flow in emergency primary healthcare. Poor communication can lead to misunderstandings and compromise patient safety. To improve quality, a comprehensive understanding of factors affecting communication in medical call centres in primary care is needed. The aim of this review was to identify such factors and to describe how they affect communication during telephone triage. Method: A mixed-method systematic review was performed. In April 2021 and June 2023, MEDLINE, Embase, CINAHL, and Web of Science were searched for original studies describing communication during telephone triage in primary care medical call centres handling all types of medical problems from an unselected population. All studies were screened by two authors, blinded to each other's decisions. Disagreements were resolved by a third author. A framework was created by the thematic synthesis of the qualitative data and later used to synthesise the quantitative data. By using convergent integrated synthesis, the qualitative and quantitative findings were integrated. The Mixed Methods Appraisal Tool was used to assess methodological limitations. Results: Out of 5087 studies identified in the search, 62 studies were included, comprising 40 qualitative, 16 quantitative and six mixed-method studies. Thirteen factors were identified and organised into four main themes: organisational factors, factors related to the operator, factors related to the caller and factors in the interaction. Organisational factors included availability, working conditions and decision support systems. Factors related to the operator were knowledge and experience, personal qualities and communication strategies. Factors related to the caller were individual differences and the presented medical problem. Factors in the interaction were faceless communication, connection between operator and caller, third-person caller and communication barriers. The factors seem interrelated, with organisational factors affecting all parts of the conversation, and the operator's communication in particular. Conclusion: Many factors affect the structure, content, and flow of the conversation. The operators influence the communication directly but rely on the organisation to create a working environment that facilitates good communication. The results are mainly supported by qualitative studies and further studies are needed to explore and substantiate the relevance and effect of individual factors. Systematic review registration: PROSPERO CRD42022298022. [ABSTRACT FROM AUTHOR]

This article develops the concept of collective unpredictability as a socio-geographic gathering and sensibility for redescribing territories of urban habitation. It describes in detail the databases, privacy protocols, call centres, inventory and queue flow management systems, spatial surveys, food supply chains, transport operations, credit and voucher economies, and financial accounting systems designed by community organizations during the COVID-19 pandemic across six neighbourhoods in Madrid. It demonstrates how these various systems of attention, logistical geographies and ecologies of habitation threw into question the ceteris paribus assumptions underpinning the geographical epistemologies of biopolitical models. The emphasis on collective unpredictabilities aims not to confront expert factuals against community counterfactuals, but to insist on the urban liveliness of otherwisefactuals. [ABSTRACT FROM AUTHOR]

Wheel‐rail contact is a link between the vehicle system and the rail system, and the contact processing approach affects accuracy of vehicle dynamic simulation. Contact detection is usually the start of wheel‐rail contact calculation, and detecting precision of contact patch center affect accuracy of contact force calculating results, therefore it is significant to improve detecting precision of contact patch center. An alternate search method (ASM) and an extended trace line method are proposed to improve precision and efficiency of contact patch centers detection. The proposed alternate search method applies Golden Ratio Search Method and variable intervals between grids to detect contact patch centers. To make the detected contact patch centers match rail tangential directions better, an extended trace line method is constructed based on geometrical constraints between contact points and rail tangential directions. Dynamic simulations of a bogie vehicle formed by two wheelsets and a bogie frame negotiating a rail curve are conducted to evaluate effects of the proposed methods. Calculating times of the proposed methods for finishing the simulations are compared to explain computational efficiencies of the different methods. The proposed approaches are real‐time capable and can be used for vehicle dynamics simulations. [ABSTRACT FROM AUTHOR]

Robot artistic painting and robot calligraphy do require brush models for brushstroke simulation and painting robot control. One of the main features of the brush is its compliance, which describes the relationship between the brush footprint shape and the pressure applied to the brush. In addition, during motion, the brush footprint position lags from the brush handle position in a complicated manner. To date, the question of creating a physically correct model of these effects and choosing the best method for the model parameter calibration has not been presented in the literature. In the current paper, we derive equations of the brush contact patch motion, give their closed-form solutions, and investigate three methods for the brush model calibration: capturing brush footprints on a matte glass with a camera, painting calibration brushstrokes, and capturing a brush shape side projection with a camera. As we show, calibration brushstrokes give us primary information on brush contact patch displacement during painting, and capturing the brush side projection allows the accurate estimation of the gap from the brush tip to the center of the contact patch. Capturing brush footprints is useful for creating a brushstroke executable model. As an example, a model for a round artistic brush was created and verified in three tests, including measuring the coordinates of an angular brushstroke center line, simulating an angular brushstroke, and writing a signature using a robotic setup. [ABSTRACT FROM AUTHOR]

Healthcare call centers serve an important role in the healthcare system to support patients' access to care and satisfaction and optimize medical resource allocation. Limited research has provided sufficient evidence on how to increase healthcare call center's efficiency from managerial aspects. In this study, a simulation model is built based on real-life healthcare call center settings and call information, to identify the opportunities for improvement. This call center processes approximately 2638 calls for 25 clinic sites every day. The call abandon rate was at 16.7%, which was far from the organization's goal of 5%. Some improvement opportunities based on managerial interests such as cross-coverage, non-scheduling call transition, staff availability and staff allocation without increasing staff numbers, are identified and their operational impacts are evaluated by the simulation model. Moreover, a genetic algorithm is used to find the optimal shift for staff allocation. The simulation results demonstrate the validity of the proposed model, provide valuable insights for decision-making before the implementation and provide other healthcare call centers' alternatives to improve performance. The recommendations were communicated to call center staff and consentaneous opportunities were implemented. The results showed a significant reduction of 39.5% in the call abandon rate. [ABSTRACT FROM AUTHOR]

This article aimed to provide auditory comfort conditions in call centers where the noise problem is very high and its use is increasing day by day. Since there are no partition walls in such places, noises from conversations, telephones and other office equipment, footsteps, air conditioning and lighting, office equipment (fax machines, printers, etc.), and noise from outside can reduce working efficiency and sometimes cause serious health problems. To assess this situation, the current noise levels situation in a call center were revealed with the help of observation, survey, measurement, and simulation. The number of personnel in the volume, different layout models, surface absorption, and obstacle heights were analyzed through the simulation program and appropriate call center models were obtained in terms of acoustic comfort. By taking the models as a reference, noise level maps have been prepared according to different frequency spectrums. When the noise maps are evaluated, while the call center noise level is 60 dBA in the current situation, it has decreased to 45–53 dBA noise levels as a result of the settlement proposal where the employees are facing in opposite directions in pairs. There has been a reduction in noise level of approximately 16%. As a result of the study, the measures to be taken to improve the auditory environment were determined within the scope of architectural and acoustic design, and results were obtained to guide the designers. [ABSTRACT FROM AUTHOR]

The text discusses contested projects of social reproduction during the revolutionary process in Portugal, exploring the possibilities of subsistence for individuals, the relationship between precarious work and employment in call centers, and the changes in Portuguese society and economy after the Carnation Revolution. The author seeks to understand how different struggles for social reproduction were grounded in distinct regimes and horizons of value and freedom during the revolutionary process. The text also highlights the importance of human actions and the pursuit of a meaningful life as central elements for understanding value, criticizing the neoliberal ideology that reduces everything to the market. The author suggests investigating how human needs were defined and legitimized during the revolutionary process, considering different regimes and horizons of value and freedom. [Extracted from the article]

Purpose -- Even if it is often accepted that smart hotels are built on networks of technological devices, there is currently no consensus among researchers as to what level of technology is required to define a smart hotel. Based on the above-mentioned assumption that smart hotels are built on a network of technological devices, this paper aims to understand how smart hotels can be conceptualised based on customer preferences. Methodology/Design/Approach -- To achieve this goal, the paper conceptualises smart hotels as a service network in which the customer comes into contact with a variety of technological and traditional touchpoints on site. This conceptualisation allows the researcher to observe customer preferences at different touchpoints and identify the technologies that are central to the development of the customer experience. Findings -- The results show that the ideal customer journey includes both traditional and technological touchpoints and that artificial intelligence is of central importance for the development of the smart hotel concept. Originality of the research -- The methodological approach taken in this paper enables researchers and practitioners to easily visualise and identify important patterns in the customer journey, facilitating the task of identifying the most relevant touchpoints in complex service networks, such as smart hotels. [ABSTRACT FROM AUTHOR]

We consider a Markovian queueing model with abandonment where customer arrival, service and abandonment processes are all modulated by an external environmental process. The environmental process depicts all factors that affect the exponential arrival, service, and abandonment rates. Moreover, the environmental process is a hidden Markov process whose true state is not observable. Instead, our observations consist only of customer arrival, service, and departure times during some period of time. The main objective is to conduct Bayesian analysis in order to infer the parameters of the stochastic system, as well as some important queueing performance measures. This also includes the unknown dimension of the environmental process. We illustrate the implementation of our model and the Bayesian approach by using simulated and actual data on call centers. [ABSTRACT FROM AUTHOR]

New Algorithm Enables Efficient Decentralized Learning in Bipartite Queueing Systems Bipartite queueing systems, where agents with individual job queues request service from a pool of heterogeneous servers, are standard models for service applications like data networks and call centers. Traditionally, a central controller schedules agent requests with full knowledge of system parameters. However, emerging applications require decentralized operation without this central coordination or complete system information. This presents challenges as agents lack the global knowledge needed to efficiently route jobs. Recent research into efficient decentralized learning algorithms for such systems faces limitations in nonoptimal throughput, demanding computations, or degrading efficiency with exponential queue growth. In contrast, this paper introduces an algorithm that enables queues to efficiently learn decentralized scheduling policies while ensuring throughput optimality. The approach is computationally lightweight, achieving queue length bounds that scale polynomially rather than exponentially in system size. Experiments demonstrate faster convergence and robustness of our algorithm compared with prior decentralized algorithms. We study decentralized multiagent learning in bipartite queueing systems, a standard model for service systems. In particular, N agents request service from K servers in a fully decentralized way, that is, by running the same algorithm without communication. Previous decentralized algorithms are restricted to symmetric systems, have performance that is degrading exponentially in the number of servers, require communication through shared randomness and unique agent identities, and are computationally demanding. In contrast, we provide a simple learning algorithm that, when run decentrally by each agent, leads the queueing system to have efficient performance in general asymmetric bipartite queueing systems while also having additional robustness properties. Along the way, we provide the first provably efficient upper confidence bound–based algorithm for the centralized case of the problem. Funding: T. Lykouris would like to acknowledge funding from Google Research. Supplemental Material: The e-companion is available at https://doi.org/10.1287/opre.2022.0291. [ABSTRACT FROM AUTHOR]

During a conversation, speakers in multilingual societies frequently switch between two or more spoken languages. A linguistic action known as "code-switching" particularly alters or merges two or more languages. The development of software or tools for detecting code-switching has received very little attention. This paper proposes a Deep Learning based methods for detecting code-switched English-Marathi data. These suggested methods can be applied to various applications, including phone call merging, Intelligent AI assistants, Intelligent travelling systems to assist travellers in navigation and reservations, call centres to handle customer service issues, etc. To create a system for code switch detection, our study demonstrates a detailed analysis of extracting several audio features such as the Mel-Spectrogram, Mel-frequency Cepstral Coefficient (MFCC), and Perceptual Linear Predictive coefficients (PLP). Our team's EnglishMarathi code-switched dataset served as the testing ground for our methodologies. Our model's accuracy was 92.99%, with 40 MFCC coefficients having energy coefficient serving as the zeroth coefficient. [ABSTRACT FROM AUTHOR]

Background: During the Covid-19 pandemic, a number of hotlines/helplines/call centers was implemented to provide remote services and support public health. The objective of this study was to investigate the characteristics, challenges and lessons learned of implementing Covid-19 hotlines/helplines/call centers during the pandemic. Methods: PubMed, Web of Science, Scopus, the Cochrane Library, IEEE Xplore, and ProQuest databases as well as Google Scholar were searched between 1st January 2020 and 31st December 2023 to retrieve relevant articles published in English. The quality and risk of bias of the studies were assessed using the Appraisal tool for Cross-Sectional Studies (AXIS), the Mixed Methods Appraisal Tool (MMAT), and Critical Appraisal Skills Programme (CASP) Checklist. Results: In total, 43 out of 1440 articles were included in this study. About half of the hotlines/helplines/call centers were launched in March 2020 (n = 19). Providing psychological support (n = 23), reliable information about Covid-19 (n = 10), healthcare advices about Covid-19 (n = 8), and triage (n = 7) were the most common purposes of implementing these services. The most common challenges included a lack of physical examination, unavailability of hotlines/helplines/call centers at the point of need, and delay in updating Covid-19 information. The most common lessons learned were employing qualified staff, providing proper training, and getting feedback from the callers and operators. Conclusion: According to the results, most of the Covid-19 hotlines/helplines/call centers were launched in the early months of the pandemic, and about half of them were active seven days a week. Most of the operators were mental health providers and clinicians. The findings show the importance of continuous psychological support during crises, particularly when adequate information about the situation is not available. The challenges experienced by the callers and operators as well as the lessons learned by the service providers also need to be considered for future crises to increase the effectiveness of similar services. [ABSTRACT FROM AUTHOR]

• A chat service with actively involved customers and repeating interactions is studied. • The capacity of parallel chats and the server's response effort are derived. • A queueing game for a dual-channel system of chat service and call center is analyzed. • Customer bounded rationality is considered. Many service systems in various type of industry provide services via chat technologies. This type of service system is characterized by an interesting combination of properties. First, the customer is actively involved in service execution, since the service is comprised of responses of the server and the customer to each other, until the customer's request is satisfied. In addition, in such a system, the service can be provided by a single server in a parallel manner to a number of customers. Motivated by these and others interesting properties of the chat service, we formulate and analyze the stochastic queueing system as a two-dimensional quasi-birth-and-death process and derive its steady-state probabilities using matrix geometric methods. By means of economic analysis, we provide a scheme for deriving the optimal capacity of parallel chats and the optimal response effort that should be made by the server, considering that higher effort lengthens the response time but increases the probability of successful service completion. We next investigate a queueing game that considers a multi-channel service system consisting of a chat service and a traditional multi-server call center, and we consider strategic customers under both a centralized and a decentralized scenario. We show that competition between service channels may lead to lower service utilization even though customers enjoy higher expected utility. Finally, customer bounded rationality is considered and it is shown that customers who are less rational may enjoy higher utility. Sensitivity analyses are conducted for all scenarios. [ABSTRACT FROM AUTHOR]

The global use of certain classical psychedelics has increased in recent years, but little is known about their spectrum of toxicity within Australia. We aim to describe calls to New South Wales Poisons Information Centre relating to exposures to classical psychedelics including lysergic acid diethylamide, psilocybin, N,N-dimethyltryptamine, ayahuasca, mescaline and ibogaine. This is a retrospective observational study of calls to New South Wales Poisons Information Centre between January 2014 and December 2022. We identified exposures to classical psychedelics within New South Wales Poisons Information Centre database and measured the annual number of exposures, source of call (hospital, health care worker, member of the public), co-ingested substances, clinical features and advice given. There were 737 calls related to relevant psychedelic exposures; 352 (47.8 per cent) to lysergic acid diethylamide, 347 (47.0 per cent) to psilocybin, 28 (3.8 per cent) to N,N-dimethyltryptamine, 4 (0.5 per cent) to ayahuasca, 4 (0.5 per cent) to mescaline and 2 (0.3 per cent) to ibogaine. Cases were predominantly male (77.2 per cent) and aged between 20 and 74 years (65.6 per cent). Psychedelic calls more than doubled from 45 in 2014 to 105 in 2022 and 625 (85 per cent) of all calls were either from or referred to hospital. Co-ingestion of psychedelics with another substance occurred in 249 (33.8 per cent) of calls and the most frequent clinical features related to single substance psychedelic exposures were hallucinations (27.6 per cent), gastrointestinal symptoms (21.7 per cent) and tachycardia (18.1 per cent). Seizures occurred in 2.9 per cent of single substance psychedelic exposures. Increasing incidence of psychedelic exposure calls, including those reporting significant toxicity, likely reflects increasing community use. This may in part be driven by increasing interest in psychedelic assisted psychotherapy trials subsequently increasing public awareness. Relatively high poisoning severity contrasts with safety within clinical trials of psychedelic assisted psychotherapy that may relate to the uncontrolled nature of community use which is mitigated within clinical trial environments. Education about safe use may be useful. [ABSTRACT FROM AUTHOR]

Call centers play a key role in the management of customer relationships in the modern business world. However, the growing demand for their services presents significant challenges, particularly in terms of staffing and handling increasing call volumes. This paper addresses these issues by presenting an AI-driven text classification framework tailored for the Republic of Turkiye Ministry of Trade Call Centre (MTCC), with the aim of automatically routing calls to relevant departments. Using a specific dataset of 20,000 phone call texts collected from the MTCC, the study employs TF-IDF, Word2Vec, and GloVe text vectorization techniques and applies various machine learning algorithms such as K-Nearest Neighbours, Naive Bayes, Support Vector Machines, Adaptive Boosting, Decision Tree and Random Forest for text classification. Through a comprehensive analysis, the study answers key research questions regarding optimal classifiers and vectorization methods. The proposed solution not only improves the efficiency of MTCC's call routing but also provides researchers with practical insights regarding Turkish text classification. The results indicate that a combination of the Random Forest classifier and Word2Vec text vectorization method is the optimal model that can manage to route calls in real-time. [ABSTRACT FROM AUTHOR]

In response to continued calls for research centering community perspectives in service-learning and community engagement, this mixed-methods article examines the experiences of community fellows who were a part of a university service-learning development program. The purpose of the program was to train faculty and community partners in service-learning pedagogy and implementation practices. We analyzed self-reported data from 25 community partners over eight cohorts of the program. In the article, we find that community fellows grew their knowledge of service-learning terms and practices. At the same time, they identified logistic and equity challenges in service-learning implementation and partnerships. Amid these experiences, community fellows highlighted the formation of a shared community among all fellows as the strongest outcome of the program. The shared community afforded them space to build meaningful relationships, collectively plan, and problem-solve together as they practiced service-learning. [ABSTRACT FROM AUTHOR]

This study investigates how presenteeism (PRES) influences job performance (JP), with a specific focus on how organisational attractiveness (OA) moderates this relationship. Conducted with 500 employees from a Turkish call centre in the communication sector, situated in Erzincan province, findings reveal that PRES adversely impacts JP. However, OA acts as a significant buffer, diminishing PRES's negative effects. Notably, when employees’ OA perceptions are high, PRES has less of a negative impact on their JP. This research enhances understanding of the interplay between PRES, JP, and OA, providing practical insights for organisational management. [ABSTRACT FROM AUTHOR]