Hazard rate estimation for call center customer patience time.

Han Ye Lawrence D. Brown Haipeng Shen

Published in: IISE Trans. (2020)

Keyphrases

call center
hazard rate
service level
asymptotically optimal
arrival rate
service quality
customer service
customer relationship management
queueing model
real time
service systems
queue length
agent technology
special case
decision making
conditionally independent
cooperative
information systems