Statistical Monitoring of Service Levels and Staffing Adjustments for Call Centers-Reference-Cited by-同舟云学术

Statistical Monitoring of Service Levels and Staffing Adjustments for Call Centers

Published:2016-02-25 Issue:8 Volume:32 Page:2813-2821
ISSN:0748-8017
Container-title:Quality and Reliability Engineering International
language:en
Short-container-title:Qual. Reliab. Engng. Int.

Author:

Li Junxiang¹,Liu Yafen²,Tsung Fugee³,Huo Jiazhen⁴,Su Qiang⁴

Affiliation:

1. Business School; University of Shanghai for Science & Technology; Shanghai China

2. School of Management; Tianjin Polytechnic University; Tianjin China

3. Department of Industrial Engineering and Logistics Management; Hong Kong University of Science and Technology; Clear Water Bay Kowloon Hong Kong

4. School of Economics and Management; Tongji University; Shanghai China

Funder

National Natural Science Foundation of China

Shanghai Gaofeng Academic Discipline Projects

Innovation Program of Shanghai Municipal Education Commission

Innovation Fund Project for Undergraduate Students of China and Shanghai

Publisher

Wiley

Subject

Management Science and Operations Research,Safety, Risk, Reliability and Quality

Link

http://onlinelibrary.wiley.com/wol1/doi/10.1002/qre.1966/fullpdf

Reference24 articles.

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2. A.N. Avramidis M. Gendreau P. L'Ecuyer O. Pisacane Simulation-Based Optimization of Agent Scheduling in multiskill Call Centers In, 5th Annual International Industrial Simulation Conference (ISC-2007) 2007

3. Information systems performance evaluation, introducing a two-level technique: case study call centers;Baraka;Egyptian Informatics Journal,2015

4. Performance analysis of call centers with abandonment, retrial and after-call work;Tuan;Performance Evaluation,2014

5. CRTC Final standards for quality of service indicators for use in telephone company regulation and other related matters 2000

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