Tezcan, Tolga; Behzad, Banafsheh - In: Manufacturing & Service Operations Management 14 (2012) 3, pp. 386-401
We consider the robust design and control of call center systems with flexible interactive voice response (IVR) systems. In a typical call center equipped with an IVR system, customers are handled first by the IVR system, which is a computerized system that often enables customers to self-serve....