Fundierung -- Gesetzliche Grundlagen und begriffliche Klärung -- Modellvorhaben des Bundesministerium für Arbeit (BMA) -- Gesundheit und Unternehmen -- Empirische Umsetzung -- Untersuchungsthemen -- Untersuchungen im Überblick -- Studie A: Gesundheitsgefahren im Krankenhaus -- Studie B:...

Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India, this...

Prologue: one world, diverse itineraries -- Glimpsing an urban future : divergent tracks of Gurgaon -- Inside a call center: otherworldly passages -- Neutral accent -- System identities : divergent itineraries and uses of personality -- Nightly clashes : diurnal body, nocturnal labor, neutral...

In this paper we study a challenging call center operation problem. The goal of our analysis is to identify an optimal policy for allocating tasks to agents. As a first step, we discuss promising randomized policies and use stochastic approximation for finding the optimal randomized policy when...