Service-Level Differentiation in Call Centers with Fully Flexible Servers.
Itay GurvichMor ArmonyAvishai MandelbaumPublished in: Manag. Sci. (2008)
Keyphrases
- service level
- call center
- supply chain
- service times
- lead time
- service systems
- customer classes
- total cost
- asymptotically optimal
- arrival rate
- planning horizon
- customer service
- data mining
- databases
- service rates
- average cost
- data center
- computational intelligence
- dynamic programming
- information systems
- service requirements