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Staff Scheduling for Inbound Call Centers and Customer Contact Centers.
Alex S. Fukunaga
Ed Hamilton
Jason Fama
David Andre
Ofer Matan
Illah R. Nourbakhsh
Published in:
AAAI/IAAI (2002)
Keyphrases
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call center
service level
scheduling problem
asymptotically optimal
customer service
service quality
arrival rate
service times
service systems
customer relationship management
queue length
heavy traffic
agent technology
information technology
queueing model
data warehouse
objective function
databases
database