Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent's demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures...

Over the last three decades, the world economy has been facing stock market crashes, currency crisis, the dot-com and real estate bubble burst, credit crunch and banking panics. As a response, extreme value theory (EVT) provides a set of ready-made approaches to risk management analysis....