To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
Author:
Affiliation:
1. Department of Biostatistics, Mailman School of Public Health, Columbia University, New York, NY
2. Department of Statistics, Texas A&M University, College Station, TX
3. Faculty of Business and Economics, University of Hong Kong, Hong Kong, China
Funder
Division of Mathematical Sciences
University of Hong Kong
Xerox Foundation
Publisher
Informa UK Limited
Subject
Statistics, Probability and Uncertainty,Statistics and Probability
Link
https://www.tandfonline.com/doi/pdf/10.1080/01621459.2018.1423985
Reference41 articles.
1. The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research
2. Structural Estimation of Callers' Delay Sensitivity in Call Centers
3. Bayesian analysis of queues with impatient customers: Applications to call centers
4. Bayesian Analysis of Abandonment in Call Center Operations
5. Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
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