Customer relations management: call center operations: modelling and simulation of a telephone call center.
Juta PichitlamkenAlexandre DeslauriersPierre L'EcuyerAthanassios N. AvramidisPublished in: WSC (2003)
Keyphrases
- call center
- customer relationship management
- service level
- service quality
- asymptotically optimal
- arrival rate
- customer service
- customer support
- service systems
- information systems
- service times
- data management
- queue length
- operational decisions
- heavy traffic
- decision making
- steady state
- information processing
- computational intelligence
- multi agent systems
- cooperative
- queueing model
- neural network
- databases
- database