Call Center Outsourcing: Coordinating Staffing Level and Service Quality.
Z. Justin RenYong-Pin ZhouPublished in: Manag. Sci. (2008)
Keyphrases
- call center
- service quality
- service providers
- customer satisfaction
- information systems
- asymptotically optimal
- user satisfaction
- online shopping
- electronic commerce
- competitive advantage
- service systems
- information technology
- heavy traffic
- customer relationship management
- customer service
- queueing model
- information quality
- quality of service
- service level
- competitive environment
- business process
- cloud computing
- customer support
- end users
- optimal solution
- multi agent
- decision making
- internet shopping
- real time
- arrival rate
- probability distribution
- artificial intelligence
- databases