Does the Web Reduce Customer Service Cost? Empirical Evidence from a Call Center.

Anuj Kumar Rahul Telang

Published in: Inf. Syst. Res. (2012)

Keyphrases

empirical evidence
customer service
call center
service level
arrival rate
customer support
asymptotically optimal
inventory control
service quality
total cost
service systems
web technologies
semantic web
queue length
operational decisions
real time
holding cost
cost sensitive
response time
multi agent systems