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The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation.
Nagesh N. Murthy
Goutam N. Challagalla
Leslie H. Vincent
Tasadduq A. Shervani
Published in:
Manag. Sci. (2008)
Keyphrases
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call center
agent technology
multi agent
multi agent systems
service level
asymptotically optimal
agent model
decision making
training set
intelligent agents
arrival rate
heavy traffic
machine learning
service quality
autonomous agents
neural network
multiagent systems
information retrieval
customer service