Brown, Lawrence; Gans, Noah; Mandelbaum, Avishai; … - Financial Institutions Center, Wharton School of Business
A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues.<p> <p>This paper summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking...</p></p>