Service-Level Agreements in Call Centers: Perils and Prescriptions.

Joseph M. Milner Tava Lennon Olsen

Published in: Manag. Sci. (2008)

Keyphrases

service level agreements
service level
call center
supply chain
service quality
lead time
asymptotically optimal
total cost
service providers
cloud computing
quality of service
database
databases
markov chain
resource allocation
utility function