In this paper, we analyze the performance of call centers of financial serviceproviders with two levels of support and a time-dependent overflow mechanism.Waiting calls from the front-office queue flow over to the back office, if a waiting-timelimit is reached and at least one back-office agent...

Dieser Aufsatz analysiert das Standortplanungsproblem in der Ebene mit st¨uckweiselinearen bzw. st¨uckweise konstanten Transportkosten, die an praxisrelevanteFrachtsatztabellen angelehnt sind. F¨ur diese nicht-differenzierbarenTransportkostenfunktionen werden einstufige und dynamische...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...