Telephone Call Centers: Tutorial, Review, and Research Prospects.

Noah Gans Ger Koole Avishai Mandelbaum

Published in: Manuf. Serv. Oper. Manag. (2003)

Keyphrases

call center
service level
asymptotically optimal
arrival rate
service quality
customer service
queue length
heavy traffic
service systems
agent technology
queueing model
bayesian networks