Customer relations management: call center operations: routing heuristics for multi-skill call centers.
Ger KooleAuke PotJerome TalimPublished in: WSC (2003)
Keyphrases
- call center
- customer relationship management
- asymptotically optimal
- service level
- arrival rate
- service quality
- customer support
- customer service
- knowledge management
- information systems
- heavy traffic
- service systems
- decision making
- queue length
- service times
- steady state
- queueing model
- agent technology
- supply chain
- multi agent systems
- cooperative
- artificial intelligence
- enterprise systems
- databases