Optimization of a Call Centre Performance Using the Stochastic Queueing Models
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References listed on IDEAS
- Lawrence Brown & Noah Gans & Avishai Mandelbaum & Anat Sakov & Haipeng Shen & Sergey Zeltyn & Linda Zhao, 2005. "Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective," Journal of the American Statistical Association, American Statistical Association, vol. 100, pages 36-50, March.
- Avramidis, Athanassios N. & Chan, Wyean & Gendreau, Michel & L'Ecuyer, Pierre & Pisacane, Ornella, 2010. "Optimizing daily agent scheduling in a multiskill call center," European Journal of Operational Research, Elsevier, vol. 200(3), pages 822-832, February.
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- repec:bit:bsrysr:v:5:y:2014:i:3:p:2-5 is not listed on IDEAS
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Keywordscall centre; service quality; performance measure; optimization; stochastic queueing models;
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