Determining Appropriate Staffing Adjustments in a Call Center Staff Group.

Curtis M. Passmore Justin Zhan

Published in: SocialCom (2013)

Keyphrases

call center
service level
arrival rate
service quality
asymptotically optimal
service systems
heavy traffic
queue length
customer service
queueing model
agent technology
information systems
real time
steady state
intelligent systems
computational intelligence
decision making