Simulation of the call center environment for comparing competing call routing technologies for business case ROI projection (case study).
Katherine MillerVivek BapatPublished in: WSC (1999)
Keyphrases
- call center
- case study
- business environment
- customer relationship management
- service quality
- service level
- customer service
- simulation environment
- asymptotically optimal
- business process
- customer support
- arrival rate
- electronic commerce
- knowledge management
- region of interest
- data mining
- competitive advantage
- service systems
- web technologies
- working environment
- real time
- business intelligence
- e learning
- decision making
- real world
- queue length
- cooperative
- emerging technologies
- information systems