Telephone Call Centers: Tutorial, Review, and Research Prospects
Year of publication: |
2003
|
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Authors: | Gans, Noah ; Koole, Ger ; Mandelbaum, Avishai |
Published in: |
Manufacturing & Service Operations Management. - Institute for Operations Research and the Management Sciences - INFORMS, ISSN 1523-4614. - Vol. 5.2003, 2, p. 79-141
|
Publisher: |
Institute for Operations Research and the Management Sciences - INFORMS |
Subject: | Telephone Call Center | Contact Center | Teleservices | Telequeues | Capacity Management | Staffing | Hiring | Workforce Management Systems | ACD Reports | Queueing | Abandonment | Erlang C | Erlang B | Erlang A | QED Regime | Time-Varying Queues | Call Routing | Skills-Based Routing | Forecasting | Data Mining |
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