Simulating a modified hybrid approach to resource assignment in a shared billing and claims call center.

Quinn Conley Mark R. Grabau

Published in: WSC (2013)

Keyphrases

call center
service level
asymptotically optimal
arrival rate
service quality
heavy traffic
service systems
resource allocation
queueing model
customer service
queue length
neural network
service times
operational decisions
service management
computational intelligence
machine learning