Empirical Analysis of Call Center Load & Service Level for Shift Planning.

Yuval Cohen João Reis Marlene Amorim

Published in: IESS (2020)

Keyphrases

service level
empirical analysis
call center
empirical studies
theoretical analysis
lead time
supply chain
service systems
asymptotically optimal
total cost
listed companies
heavy traffic
queueing model
customer service
information systems