Overflow Networks: Approximations and Implications to Call Center Outsourcing.

Itai Gurvich Ohad Perry

Published in: Oper. Res. (2012)

Keyphrases

call center
service level
heavy traffic
arrival rate
customer service
asymptotically optimal
information technology
queue length
service quality
agent technology
stochastic model
electronic commerce
sufficient conditions
e government
dynamic programming
cooperative
operational decisions