Empirical Analysis for Individual Behavior of Impatient Customers in a Call Center.
Yun Bae KimChang Hun LeeJaebum KimGyutai KimJong Seon HongPublished in: AsiaSim (2004)
Keyphrases
- call center
- empirical analysis
- asymptotically optimal
- service level
- empirical studies
- theoretical analysis
- arrival rate
- service quality
- customer relationship management
- service systems
- customer service
- listed companies
- queue length
- customer support
- queueing model
- heavy traffic
- customer classes
- agent technology
- service times
- quality of service
- data management
- end users
- search space
- information retrieval