{"id":"https://openalex.org/W1481138368","doi":"https://doi.org/10.1007/11841760_21","title":"A Redesign Framework for Call Centers","display_name":"A Redesign Framework for Call Centers","publication_year":2006,"publication_date":"2006-01-01","ids":{"openalex":"https://openalex.org/W1481138368","doi":"https://doi.org/10.1007/11841760_21","mag":"1481138368"},"language":"en","primary_location":{"id":"doi:10.1007/11841760_21","is_oa":false,"landing_page_url":"https://doi.org/10.1007/11841760_21","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5012431097","display_name":"M. H. Jansen-Vullers","orcid":null},"institutions":[{"id":"https://openalex.org/I83019370","display_name":"Eindhoven University of Technology","ror":"https://ror.org/02c2kyt77","country_code":"NL","type":"education","lineage":["https://openalex.org/I83019370"]}],"countries":["NL"],"is_corresponding":true,"raw_author_name":"M. H. Jansen-Vullers","raw_affiliation_strings":["Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands"],"affiliations":[{"raw_affiliation_string":"Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands","institution_ids":["https://openalex.org/I83019370"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015641703","display_name":"M Mariska Netjes","orcid":null},"institutions":[{"id":"https://openalex.org/I83019370","display_name":"Eindhoven University of Technology","ror":"https://ror.org/02c2kyt77","country_code":"NL","type":"education","lineage":["https://openalex.org/I83019370"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"M. Netjes","raw_affiliation_strings":["Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands"],"affiliations":[{"raw_affiliation_string":"Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands","institution_ids":["https://openalex.org/I83019370"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086052987","display_name":"Hajo A. Reijers","orcid":"https://orcid.org/0000-0001-9634-5852"},"institutions":[{"id":"https://openalex.org/I83019370","display_name":"Eindhoven University of Technology","ror":"https://ror.org/02c2kyt77","country_code":"NL","type":"education","lineage":["https://openalex.org/I83019370"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"H. A. Reijers","raw_affiliation_strings":["Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands"],"affiliations":[{"raw_affiliation_string":"Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands","institution_ids":["https://openalex.org/I83019370"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5051957351","display_name":"Martijn Stegeman","orcid":null},"institutions":[{"id":"https://openalex.org/I83019370","display_name":"Eindhoven University of Technology","ror":"https://ror.org/02c2kyt77","country_code":"NL","type":"education","lineage":["https://openalex.org/I83019370"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"M. J. Stegeman","raw_affiliation_strings":["Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands"],"affiliations":[{"raw_affiliation_string":"Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands","institution_ids":["https://openalex.org/I83019370"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5012431097"],"corresponding_institution_ids":["https://openalex.org/I83019370"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.08837656,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"306","last_page":"321"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11125","display_name":"Petri Nets in System Modeling","score":0.9986000061035156,"subfield":{"id":"https://openalex.org/subfields/1703","display_name":"Computational Theory and Mathematics"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8459576368331909},{"id":"https://openalex.org/keywords/business-process-reengineering","display_name":"Business process reengineering","score":0.8127808570861816},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.5885046720504761},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5860595107078552},{"id":"https://openalex.org/keywords/domain","display_name":"Domain (mathematical analysis)","score":0.5301141738891602},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5215404033660889},{"id":"https://openalex.org/keywords/software-engineering","display_name":"Software engineering","score":0.5104590654373169},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.5082292556762695},{"id":"https://openalex.org/keywords/petri-net","display_name":"Petri net","score":0.45412248373031616},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.37505778670310974},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.26858627796173096},{"id":"https://openalex.org/keywords/programming-language","display_name":"Programming language","score":0.14579471945762634},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.09572306275367737},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.08065852522850037}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8459576368331909},{"id":"https://openalex.org/C29143872","wikidata":"https://www.wikidata.org/wiki/Q876690","display_name":"Business process reengineering","level":3,"score":0.8127808570861816},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.5885046720504761},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5860595107078552},{"id":"https://openalex.org/C36503486","wikidata":"https://www.wikidata.org/wiki/Q11235244","display_name":"Domain (mathematical analysis)","level":2,"score":0.5301141738891602},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5215404033660889},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.5104590654373169},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.5082292556762695},{"id":"https://openalex.org/C38677869","wikidata":"https://www.wikidata.org/wiki/Q724168","display_name":"Petri net","level":2,"score":0.45412248373031616},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.37505778670310974},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.26858627796173096},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.14579471945762634},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.09572306275367737},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08065852522850037},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C134306372","wikidata":"https://www.wikidata.org/wiki/Q7754","display_name":"Mathematical analysis","level":1,"score":0.0},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1007/11841760_21","is_oa":false,"landing_page_url":"https://doi.org/10.1007/11841760_21","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},{"id":"pmh:oai:pure.tue.nl:openaire_cris_publications/e0a0d9bb-2db6-464e-bb73-87688aedfbca","is_oa":false,"landing_page_url":"https://research.tue.nl/en/publications/e0a0d9bb-2db6-464e-bb73-87688aedfbca","pdf_url":null,"source":{"id":"https://openalex.org/S4406922641","display_name":"TU/e Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Jansen-Vullers, M H, Netjes, M, Reijers, H A & Stegeman, M J 2006, A redesign framework for call centers. in S Dustar, J L Fiadero & A Seth (eds), Proceedings of the fourth international Conference on Business Process Management (BPM 2006). Lecture Notes in Computer Science, vol. 4102, Springer, Berlin, pp. 306-321, 4th International Conference on Business Process Management (BPM 2006), September 5-7, 2006, Vienna, Austria, Vienna, Austria, 5/09/06. https://doi.org/10.1007/11841760_21","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:662525","is_oa":false,"landing_page_url":"http://library.tue.nl/csp/dare/LinkToRepository.csp?recordnumber=662525","pdf_url":null,"source":{"id":"https://openalex.org/S4406923046","display_name":"TU/e Research Portal (Eindhoven University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:oai:library.tue.nl:662525","is_oa":false,"landing_page_url":"http://repository.tue.nl/662525","pdf_url":null,"source":{"id":"https://openalex.org/S4406923046","display_name":"TU/e Research Portal (Eindhoven University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:tue:oai:pure.tue.nl:publications/e0a0d9bb-2db6-464e-bb73-87688aedfbca","is_oa":false,"landing_page_url":"https://research.tue.nl/nl/publications/e0a0d9bb-2db6-464e-bb73-87688aedfbca","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Proceedings of the fourth international Conference on Business Process Management (BPM 2006), 306 - 321","raw_type":"info:eu-repo/semantics/conferencepaper"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.6100000143051147,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":40,"referenced_works":["https://openalex.org/W70163944","https://openalex.org/W221194048","https://openalex.org/W1501915067","https://openalex.org/W1521054428","https://openalex.org/W1531869632","https://openalex.org/W1538060644","https://openalex.org/W1550436199","https://openalex.org/W1567289847","https://openalex.org/W1580664980","https://openalex.org/W1582168921","https://openalex.org/W1603072535","https://openalex.org/W1605701154","https://openalex.org/W1649645444","https://openalex.org/W1968983388","https://openalex.org/W1969597394","https://openalex.org/W1973094642","https://openalex.org/W1980278232","https://openalex.org/W1998685663","https://openalex.org/W2005497495","https://openalex.org/W2009417609","https://openalex.org/W2009983102","https://openalex.org/W2024920526","https://openalex.org/W2029176045","https://openalex.org/W2036700380","https://openalex.org/W2038941908","https://openalex.org/W2044382685","https://openalex.org/W2119338125","https://openalex.org/W2141791184","https://openalex.org/W2147314910","https://openalex.org/W2166024630","https://openalex.org/W2502872610","https://openalex.org/W2505360452","https://openalex.org/W2561675875","https://openalex.org/W2591922953","https://openalex.org/W2911625174","https://openalex.org/W3122206852","https://openalex.org/W3123367244","https://openalex.org/W3141016973","https://openalex.org/W3142188339","https://openalex.org/W4300544651"],"related_works":["https://openalex.org/W2063917410","https://openalex.org/W3118996128","https://openalex.org/W2089732416","https://openalex.org/W2382527714","https://openalex.org/W3098795692","https://openalex.org/W1598808617","https://openalex.org/W2569975384","https://openalex.org/W2770220251","https://openalex.org/W2160514688","https://openalex.org/W2619450470"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":1}],"updated_date":"2026-04-04T16:13:02.066488","created_date":"2025-10-10T00:00:00"}