Intelligent Procedures for Intra-Day Updating of Call Center Agent Schedules

Author:

Mehrotra Vijay,Ozlük Ozgür,Saltzman Robert

Publisher

Wiley

Subject

Management of Technology and Innovation,Industrial and Manufacturing Engineering,Management Science and Operations Research

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4. On customer contact centers with a call-back option;Armony;Customer decisions, routing rules, and system design,2004

5. Modeling daily arrivals to a telephone call center;Avramidis;Manage. Sci.,2004

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