Blended call center with idling times during the call service
Author:
Affiliation:
1. EM Normandie, Laboratoire Métis, Paris, France
2. CentraleSupélec, Université Paris-Saclay, Laboratoire Genie Industriel, Chatenay-Malabry, France
3. Department of Mathematics, VU University Amsterdam, Amsterdam, The Netherlands
Publisher
Informa UK Limited
Subject
Industrial and Manufacturing Engineering
Link
https://www.tandfonline.com/doi/pdf/10.1080/24725854.2017.1387318
Reference46 articles.
1. The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research
2. Closed-form expressions for distribution of sum of exponential random variables
3. Contact Centers with a Call-Back Option and Real-Time Delay Information
4. Blended call center performance analysis
5. Queueing model for call blending in call centers
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