Business Value of IT-Enabled Call Centers: An Empirical Analysis.
Ramanath SubramanyamMayuram S. KrishnanPublished in: ICIS (2001)
Keyphrases
- call center
- service level
- asymptotically optimal
- arrival rate
- service quality
- heavy traffic
- service systems
- information technology
- process oriented
- customer service
- queueing model
- emerging technologies
- databases
- queue length
- competitive advantage
- agent technology
- business intelligence
- graphical models
- computational intelligence
- bayesian networks
- data mining