Managing uncertainty in call centres using poisson mixtures

Applied Stochastic Models in Business and Industry

Volumn 17, Issue 4, 2001, Pages 307-318

  Jongbloed, Geurt ^a   Koole, Ger ^a  

^a VU UNIVERSITY AMSTERDAM   (Netherlands)

Author keywords

Call centre; Overdispersion; Poisson mixture; Scheduling; Service level

Indexed keywords

COMPUTATIONAL METHODS; INFORMATION MANAGEMENT; MATHEMATICAL MODELS; QUEUEING NETWORKS; SCHEDULING;

CALL CENTRES;

TELECOMMUNICATION SERVICES;

EID: 0035492339     PISSN: 15241904     EISSN: None     Source Type: Journal    
DOI: 10.1002/asmb.444     Document Type: Article

References (12)

1. Modelling and optimization of call distribution systems
2. Time varying multiserver queues with abandonments and retrials
3. Mixture models: Theory, geometry and applications
4. Computer-assisted analysis of mixtures (C.A.MAN): Statistical algorithms
5. The geometry of mixture likelihoods: A general theory
6. Consistency of the maximum likelihood estimator in the presence of infinitely many incidental parameters
7. Residual diagnostics in the mixture model
8. Numerical estimation of a probability measure