Introduction to the Special Issue on Call Center Management.
Ger KoolePublished in: Manag. Sci. (2008)
Keyphrases
- call center
- customer relationship management
- service level
- arrival rate
- asymptotically optimal
- information systems
- customer service
- heavy traffic
- service systems
- management system
- operational decisions
- real time
- service quality
- intelligent agents
- data management
- customer support
- dynamic programming
- expert systems
- decision making
- enterprise systems
- information retrieval
- databases