On the estimation of the true demand in call centers with redials and reconnects.

Sihan Ding Ger Koole Robert D. van der Mei

Published in: Eur. J. Oper. Res. (2015)

Keyphrases

call center
asymptotically optimal
service level
arrival rate
service systems
lead time
service quality
web services
state dependent
database
information systems
customer service
service times
fluid model
operational decisions