A data‐driven method to predict service level for call centers-Reference-Cited by-同舟云学术

A data‐driven method to predict service level for call centers

Published:2021-04-16 Issue: Volume: Page:
ISSN:1751-8628
Container-title:IET Communications
language:en
Short-container-title:IET Communications

Author:

Hou Chenyu¹^ORCID,Cao Bin¹^ORCID,Fan Jing¹

Affiliation:

1. Department of Computer Science and Technology Zhejiang University of Technology Hangzhou China

Publisher

Institution of Engineering and Technology (IET)

Subject

Electrical and Electronic Engineering,Computer Science Applications

Link

https://onlinelibrary.wiley.com/doi/pdf/10.1049/cmu2.12192

Reference41 articles.

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3. Staffing a call center with uncertain non‐stationary arrival rate and flexibility;Liao S.;OR Spectrum,2012

4. A stochastic programming model for scheduling call centers with global service level agreements;Robbins T.R.;Eur. J. Oper. Res.,2010

5. Robbins T.R.:Evaluating the fit of the Erlang a model in high traffic call centers. In:2016 Winter Simulation Conference (WSC).IEEE. pp.1790–1801(2016)

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