Call centre management: responsibilities and performance

PURPOSE - To investigate call centre management from the perspective of the managers, particularly what the key management responsibilities are in managing call centres and the key performance indicators (KPIs) used in managing call centres. DESIGN/METHODOLOGY/APPROACH - A survey of call centre managers, followed by in-depth interviews. FINDINGS - There is confusion over the strategic intent of call centres. Centres are primarily used by organisations as a means of reducing costs, with customer service delivery a secondary consideration. Call centre managers, however, declared customer service as their main management responsibility. PRACTICAL IMPLICATION - The metrics employed in the call centres resulted in managers concentrating on the call itself rather than the outcome of the call from the perspective of the customer or the organisation. Some quantitative measures were used as proxies for customer service, but the achievement of the relevant KPI became a goal in its own right. There appears to be an insatiable appetite for quantitative performance measures, despite their limitations, almost to the exclusion of all other performance measures. ORIGINALITY/VALUE - The implication of the results for call centre managers, and their managers, is that call centres could be better managed if a wider range of means and measures were used

High levels of congenital transmission of toxoplasma gondii in longitudinal and cross-sectional studies on sheep farms provides evidence of vertical transmission in ovine hosts

Recent research suggests that vertical transmission may play an important role in sustaining Toxoplasma gondii infection in some species. We report here that congenital transmission occurs at consistently high levels in pedigree Charollais and outbred sheep flocks sampled over a 3-year period. Overall rates of transmission per pregnancy determined by PCR based diagnosis, were consistent over time in a commercial sheep flock (69%) and in sympatric (60%) and allopatric (41%) populations of Charollais sheep. The result of this was that 53·7% of lambs were acquiring an infection prior to birth: 46·4% of live lambs and 90·0% of dead lambs (in agreement with the association made between T. gondii and abortion). No significant differences were observed between lamb sexes. Although we cannot distinguish between congenital transmission occurring due to primary infection at pregnancy or reactivation of chronic infection during pregnancy, our observations of consistently high levels of congenital transmission over successive lambings favour the latter

Significant familial differences in the frequency of abortion and Toxoplasma gondii infection within a flock of Charollais sheep

A study was carried out to investigate the frequencies of abortion and congenital Toxoplasma gondii infection within 27 families (765 individuals) of a pedigree Charollais sheep flock maintained on a working farm in Worcestershire, UK, since 1992. Pedigree lambing records were analysed to establish the frequency of abortion for each family. The frequency of congenital infection was determined for each family by PCR analysis of tissue samples taken from newborn lambs. Atotal of 155 lambs were tested for congenital T. gondii infection, which were all born during the study period 2000–2003. Significant differences in the frequency of abortion between sheep families within this flock were observed with frequencies ranging between 0% and 48% (P<0.01). Significantly different infection frequencies with T. gondii were also observed for different families and ranged between 0% and 100% (P<0.01). Although the actual cause of each abortion was not verified, a highly significant positive correlation was found to exist between the frequency of abortion and the frequency of T. gondii infection in the same families (P<0.01). The data presented here raise further questions regarding the significance of congenital transmission of T. gondii within sheep populations, the possible successive vertical transmission of T. gondii within families of sheep, and the potential role of inherited genetic susceptibility to abortion with respect to T. gondii infection. This work invites further study into the epidemiology of ovine toxoplasmosis and may have implications for sheep husbandry methods in the future. Key words: Toxoplasma gondii, ovine, toxoplasmosis, congenital, transmission, pedigree, sheep

Searching for Extra Dimensions in the Early Universe

We investigate extra spatial dimensions ($D = 3+\epsilon$) in the early universe using very high resolution molecular rotational spectroscopic data derived from a large molecular cloud containing moderately cold carbon monoxide gas at Z $\approx 6.42$. It turns out that the $\epsilon$-dependent quantum mechanical wavelength transitions are solvable for a linear molecule and we present the solution here. The CO microwave data allows a very precise determination of $= -0.00000657 \pm .10003032$. The probability that $\neq 0$ is one in 7794, only 850 million years (using the standard cosmology) after the Big Bang.Comment: 17 pages, 2 figure

Hard limits on the postselectability of optical graph states

Coherent control of large entangled graph states enables a wide variety of quantum information processing tasks, including error-corrected quantum computation. The linear optical approach offers excellent control and coherence, but today most photon sources and entangling gates---required for the construction of large graph states---are probabilistic and rely on postselection. In this work, we provide proofs and heuristics to aid experimental design using postselection. We derive a fundamental limitation on the generation of photonic qubit states using postselected entangling gates: experiments which contain a cycle of postselected gates cannot be postselected. Further, we analyse experiments that use photons from postselected photon pair sources, and lower bound the number of classes of graph state entanglement that are accessible in the non-degenerate case---graph state entanglement classes that contain a tree are are always accessible. Numerical investigation up to 9-qubits shows that the proportion of graph states that are accessible using postselection diminishes rapidly. We provide tables showing which classes are accessible for a variety of up to nine qubit resource states and sources. We also use our methods to evaluate near-term multi-photon experiments, and provide our algorithms for doing so.Comment: Our manuscript comprises 4843 words, 6 figures, 1 table, 47 references, and a supplementary material of 1741 words, 2 figures, 1 table, and a Mathematica code listin

Near-Infrared Spectroscopy of the Y0 WISEP J173835.52+273258.9 and the Y1 WISE J035000.32-565830.2: the Importance of Non-Equilibrium Chemistry

We present new near-infrared spectra, obtained at Gemini Observatory, for two Y dwarfs: WISE J035000.32-565830.2 (W0350) and WISEP J173835.52+273258.9 (W1738). A FLAMINGOS-2 R=540 spectrum was obtained for W0350, covering 1.0 < lambda um < 1.7, and a cross-dispersed GNIRS R=2800 spectrum was obtained for W1738, covering 0.993-1.087 um, 1.191-1.305 um, 1.589-1.631 um, and 1.985-2.175 um, in four orders. We also present revised YJH photometry for W1738, using new NIRI Y and J imaging, and a re-analysis of the previously published NIRI H band images. We compare these data, together with previously published data for late-T and Y dwarfs, to cloud-free models of solar metallicity, calculated both in chemical equilibrium and with disequilibrium driven by vertical transport. We find that for the Y dwarfs the non-equilibrium models reproduce the near-infrared data better than the equilibrium models. The remaining discrepancies suggest that fine-tuning the CH_4/CO and NH_3/N_2 balance is needed. Improved trigonometric parallaxes would improve the analysis. Despite the uncertainties and discrepancies, the models reproduce the observed near-infrared spectra well. We find that for the Y0, W1738, T_eff = 425 +/- 25 K and log g = 4.0 +/- 0.25, and for the Y1, W0350, T_eff = 350 +/- 25 K and log g = 4.0 +/- 0.25. W1738 may be metal-rich. Based on evolutionary models, these temperatures and gravities correspond to a mass range for both Y dwarfs of 3-9 Jupiter masses, with W0350 being a cooler, slightly older, version of W1738; the age of W0350 is 0.3-3 Gyr, and the age of W1738 is 0.15-1 Gyr.Comment: Accepted on March 30 2016 for publication in Ap

Cross-cultural comparison of genetic and cultural transmission of smoking initiation using an extended twin kinship model

Background: Considerable evidence from twin and adoption studies indicates that genetic and shared environmental factors play a role in the initiation of smoking behavior. Although twin and adoption designs are powerful to detect genetic and environmental influences, they do not provide information on the processes of assortative mating and parent–offspring transmission and their contribution to the variability explained by genetic and/or environmental factors. Methods: We examined the role of genetic and environmental factors in individual differences for smoking initiation (SI) using an extended kinship design. This design allows the simultaneous testing of additive and non-additive genetic, shared and individual-specific environmental factors, as well as sex differences in the expression of genes and environment in the presence of assortative mating and combined genetic and cultural transmission, while also estimating the regression of the prevalence of SI on age. A dichotomous lifetime ‘ever’ smoking measure was obtained from twins and relatives in the ‘Virginia 30,000’ sample and the ‘Australian 25,000’. Results: Results demonstrate that both genetic and environmental factors play a significant role in the liability to SI. Major influences on individual differences appeared to be additive genetic and unique environmental effects, with smaller contributions from assortative mating, shared sibling environment, twin environment, cultural transmission, and resulting genotype-environment covariance. Age regression of the prevalence of SI was significant. The finding of negative cultural transmission without dominance led us to investigate more closely two possible mechanisms for the lower parent–offspring correlations compared to the sibling and DZ twin correlations in subsets of the data: (1) age × gene interaction, and (2) social homogamy. Neither of the mechanism provided a significantly better explanation of the data. Conclusions: This study showed significant heritability, partly due to assortment, and significant effects of primarily non-parental shared environment on liability to SI

Ignorance is bliss: General and robust cancellation of decoherence via no-knowledge quantum feedback

A "no-knowledge" measurement of an open quantum system yields no information about any system observable; it only returns noise input from the environment. Surprisingly, performing such a no-knowledge measurement can be advantageous. We prove that a system undergoing no-knowledge monitoring has reversible noise, which can be cancelled by directly feeding back the measurement signal. We show how no-knowledge feedback control can be used to cancel decoherence in an arbitrary quantum system coupled to a Markovian reservoir that is being monitored. Since no-knowledge feedback does not depend on the system state or Hamiltonian, such decoherence cancellation is guaranteed to be general, robust and can operate in conjunction with any other quantum control protocol. As an application, we show that no-knowledge feedback could be used to improve the performance of dissipative quantum computers subjected to local loss.Comment: 6 pages + 2 pages supplemental material, 3 figure