The Effects of Customer Misclassification on Cross-Training in Call Centers.

Andreas Schwab Burak Büke

Published in: OR (2013)

Keyphrases

call center
service level
asymptotically optimal
arrival rate
customer service
heavy traffic
service quality
service systems
queueing model
customer relationship management
customer classes
service times
queue length
training set
agent technology
error rate
neural network
web services
decision making
real time