{"id":"https://openalex.org/W3129666832","doi":"https://doi.org/10.1109/mc.2020.3042226","title":"Tomorrow's Call Center Will Be Neither: Not Call Focused, Nor Centralized","display_name":"Tomorrow's Call Center Will Be Neither: Not Call Focused, Nor Centralized","publication_year":2021,"publication_date":"2021-02-01","ids":{"openalex":"https://openalex.org/W3129666832","doi":"https://doi.org/10.1109/mc.2020.3042226","mag":"3129666832"},"language":"en","primary_location":{"id":"doi:10.1109/mc.2020.3042226","is_oa":true,"landing_page_url":"https://doi.org/10.1109/mc.2020.3042226","pdf_url":"https://ieeexplore.ieee.org/ielx7/2/9353489/09353514.pdf","source":{"id":"https://openalex.org/S178916657","display_name":"Computer","issn_l":"0018-9162","issn":["0018-9162","1558-0814"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320439","host_organization_name":"IEEE Computer Society","host_organization_lineage":["https://openalex.org/P4310320439","https://openalex.org/P4310319808"],"host_organization_lineage_names":["IEEE Computer Society","Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Computer","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://ieeexplore.ieee.org/ielx7/2/9353489/09353514.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5011090944","display_name":"Mark Campbell","orcid":"https://orcid.org/0000-0001-5415-6631"},"institutions":[{"id":"https://openalex.org/I96690311","display_name":"Evotec (United States)","ror":"https://ror.org/01j538c21","country_code":"US","type":"company","lineage":["https://openalex.org/I4210130816","https://openalex.org/I96690311"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Mark Campbell","raw_affiliation_strings":["EVOTEK, San Diego, California 92121 United States"],"raw_orcid":"https://orcid.org/0000-0001-5415-6631","affiliations":[{"raw_affiliation_string":"EVOTEK, San Diego, California 92121 United States","institution_ids":["https://openalex.org/I96690311"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5011090944"],"corresponding_institution_ids":["https://openalex.org/I96690311"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.03475786,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"54","issue":"2","first_page":"66","last_page":"69"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.2402999997138977,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.2402999997138977,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11959","display_name":"Employment and Welfare Studies","score":0.21709999442100525,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T14019","display_name":"Socioeconomic and Demographic Analysis","score":0.2037999927997589,"subfield":{"id":"https://openalex.org/subfields/2308","display_name":"Management, Monitoring, Policy and Law"},"field":{"id":"https://openalex.org/fields/23","display_name":"Environmental Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/leverage","display_name":"Leverage (statistics)","score":0.7305368185043335},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6406239867210388},{"id":"https://openalex.org/keywords/call-to-action","display_name":"Call to action","score":0.5156577825546265},{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.5043779611587524},{"id":"https://openalex.org/keywords/call-centre","display_name":"Call centre","score":0.4809824228286743},{"id":"https://openalex.org/keywords/disruptive-technology","display_name":"Disruptive technology","score":0.44797176122665405},{"id":"https://openalex.org/keywords/supply-chain","display_name":"Supply chain","score":0.44499316811561584},{"id":"https://openalex.org/keywords/pandemic","display_name":"Pandemic","score":0.44477128982543945},{"id":"https://openalex.org/keywords/call-control","display_name":"Call control","score":0.42444998025894165},{"id":"https://openalex.org/keywords/coronavirus-disease-2019","display_name":"Coronavirus disease 2019 (COVID-19)","score":0.41881227493286133},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.41339829564094543},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.3984350264072418},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.21804839372634888},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.20173245668411255},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.12199464440345764},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.10030907392501831}],"concepts":[{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.7305368185043335},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6406239867210388},{"id":"https://openalex.org/C105152847","wikidata":"https://www.wikidata.org/wiki/Q5021685","display_name":"Call to action","level":2,"score":0.5156577825546265},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.5043779611587524},{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.4809824228286743},{"id":"https://openalex.org/C2984734790","wikidata":"https://www.wikidata.org/wiki/Q1192297","display_name":"Disruptive technology","level":2,"score":0.44797176122665405},{"id":"https://openalex.org/C108713360","wikidata":"https://www.wikidata.org/wiki/Q1824206","display_name":"Supply chain","level":2,"score":0.44499316811561584},{"id":"https://openalex.org/C89623803","wikidata":"https://www.wikidata.org/wiki/Q12184","display_name":"Pandemic","level":5,"score":0.44477128982543945},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.42444998025894165},{"id":"https://openalex.org/C3008058167","wikidata":"https://www.wikidata.org/wiki/Q84263196","display_name":"Coronavirus disease 2019 (COVID-19)","level":4,"score":0.41881227493286133},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.41339829564094543},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.3984350264072418},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21804839372634888},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.20173245668411255},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.12199464440345764},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.10030907392501831},{"id":"https://openalex.org/C117671659","wikidata":"https://www.wikidata.org/wiki/Q11049265","display_name":"Manufacturing engineering","level":1,"score":0.0},{"id":"https://openalex.org/C2779134260","wikidata":"https://www.wikidata.org/wiki/Q12136","display_name":"Disease","level":2,"score":0.0},{"id":"https://openalex.org/C524204448","wikidata":"https://www.wikidata.org/wiki/Q788926","display_name":"Infectious disease (medical specialty)","level":3,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/mc.2020.3042226","is_oa":true,"landing_page_url":"https://doi.org/10.1109/mc.2020.3042226","pdf_url":"https://ieeexplore.ieee.org/ielx7/2/9353489/09353514.pdf","source":{"id":"https://openalex.org/S178916657","display_name":"Computer","issn_l":"0018-9162","issn":["0018-9162","1558-0814"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320439","host_organization_name":"IEEE Computer Society","host_organization_lineage":["https://openalex.org/P4310320439","https://openalex.org/P4310319808"],"host_organization_lineage_names":["IEEE Computer Society","Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Computer","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1109/mc.2020.3042226","is_oa":true,"landing_page_url":"https://doi.org/10.1109/mc.2020.3042226","pdf_url":"https://ieeexplore.ieee.org/ielx7/2/9353489/09353514.pdf","source":{"id":"https://openalex.org/S178916657","display_name":"Computer","issn_l":"0018-9162","issn":["0018-9162","1558-0814"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320439","host_organization_name":"IEEE Computer Society","host_organization_lineage":["https://openalex.org/P4310320439","https://openalex.org/P4310319808"],"host_organization_lineage_names":["IEEE Computer Society","Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Computer","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3129666832.pdf","grobid_xml":"https://content.openalex.org/works/W3129666832.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2566399258","https://openalex.org/W4250116973","https://openalex.org/W3158924236","https://openalex.org/W4233040899","https://openalex.org/W2244556011","https://openalex.org/W2920430817","https://openalex.org/W1481952345","https://openalex.org/W2144021851","https://openalex.org/W1505373292","https://openalex.org/W2471523505"],"abstract_inverted_index":{"Unprecedented":[0],"concurrent":[1],"events,":[2],"including":[3],"a":[4],"global":[5],"pandemic,":[6],"lockdowns,":[7],"hypermobility,":[8],"and":[9,25],"economic":[10],"uncertainty,":[11],"are":[12],"triggering":[13],"industry-wide":[14],"disruptions":[15],"for":[16],"call":[17,21],"centers.":[18],"Yet":[19],"the":[20],"centers":[22],"that":[23],"evolve":[24],"leverage":[26],"today\u2019s":[27],"emerging":[28],"technologies":[29],"will":[30],"sit":[31],"atop":[32],"tomorrow\u2019s":[33],"food":[34],"chain.":[35]},"counts_by_year":[],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}