Allocating Shared Resources Optimally for Call Center Operations and Knowledge Management Activities.
Abhijeet GhoshalAlok GuptaMani R. SubramaniPublished in: ICIS (2012)
Keyphrases
- call center
- knowledge management
- knowledge assets
- resource allocation
- service level
- knowledge engineering
- knowledge workers
- knowledge resources
- service quality
- asymptotically optimal
- information systems
- arrival rate
- case study
- heavy traffic
- coordination mechanism
- software engineering
- knowledge sharing
- competitive advantage
- agent technology
- operational decisions
- business intelligence
- knowledge representation
- e learning
- decision making
- intelligent systems
- queue length
- graphical models
- supply chain
- database systems
- web services
- artificial intelligence
- neural network
- databases