Customer relations management: call center operations: fluid approximations for a priority call center with time-varying arrivals.
Ahmad D. RidleyMichael C. FuWilliam A. MasseyPublished in: WSC (2003)
Keyphrases
- call center
- customer relationship management
- service times
- fluid model
- arrival processes
- queue length
- service level
- service quality
- arrival rate
- asymptotically optimal
- heavy traffic
- queueing model
- customer support
- service systems
- databases
- arrival process
- state dependent
- stationary distribution
- information systems
- operational decisions
- agent technology
- steady state
- artificial intelligence
- neural network