Cross-Selling in a Call Center with a Heterogeneous Customer Population.

Itay Gurvich Mor Armony Constantinos Maglaras

Published in: Oper. Res. (2009)

Keyphrases

call center
cross selling
customer service
arrival rate
service level
commercial data mining
asymptotically optimal
service quality
customer relationship management
queue length
real world
heavy traffic
service times
customer support
agent technology
fluid model
response time
dynamic programming