A Discrete Event Simulation Study for Incoming Call Centers of a Telecommunication Service Company.
Yun Bae KimHeesang LeeHoo-Gon ChoiPublished in: AIS (2004)
Keyphrases
- call center
- simulation study
- discrete event
- dynamic systems
- customer service
- service quality
- simulation model
- service level
- heavy traffic
- service systems
- discrete event simulation
- asymptotically optimal
- queueing model
- arrival rate
- crisis response
- monte carlo
- queue length
- dynamical systems
- customer relationship management
- customer churn
- complex systems
- supervisory control
- service providers
- customer satisfaction
- service times
- electronic commerce
- machine learning
- agent technology
- total cost
- customer classes
- search algorithm