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A fair staff allocation rule for the capacity pooling of multiple call centers.
Pengfei Guo
Mingming Leng
Yulan Wang
Published in:
Oper. Res. Lett. (2013)
Keyphrases
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call center
resource allocation
service level
asymptotically optimal
neural network
service quality
arrival rate
data mining
association rules
customer classes
agent technology
queue length
heavy traffic
service systems
capacity allocation