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

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