Should we wait before outsourcing? : analysis of a revenue-generating blended contact center
Year of publication: |
2021
|
---|---|
Authors: | Legros, Benjamin ; Jouini, Oualid ; Koole, Ger M. |
Published in: |
Manufacturing & service operations management : M & SOM. - Catonsville, MD : INFORMS, ISSN 1523-4614, ZDB-ID 2021015-2. - Vol. 23.2021, 5, p. 1118-1138
|
Subject: | agent reservation | call centers | Markov decision process | outsourcing | service and sales activities | Outsourcing | Callcenter | Call centre | Theorie | Theory |
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