Increasing performances and personalization in the interaction with a call center system.

Federica Cena Ilaria Torre

Published in: IUI (2004)

Keyphrases

call center
service level
arrival rate
asymptotically optimal
heavy traffic
service quality
operational decisions
service systems
fluid model
customer relationship management
user interaction
probability distribution
queue length
intelligent systems
queueing model
bayesian networks
real time