Staffing Call Centers with Impatient Customers: Refinements to Many-Server Asymptotics.
Bo ZhangJohan van LeeuwaardenBert ZwartPublished in: Oper. Res. (2012)
Keyphrases
- call center
- heavy traffic
- customer classes
- asymptotically optimal
- arrival rate
- queueing model
- service level
- service quality
- arrival process
- service systems
- service times
- queue length
- customer service
- agent technology
- sufficient conditions
- fluid model
- service rates
- queueing systems
- customer relationship management
- poisson arrivals
- holding cost
- markov chain
- bayesian networks
- decision making
- artificial intelligence
- data mining
- database