Blended call center performance analysis

IT Professional

Volumn 4, Issue 2, 2002, Pages 33-38

  Bernett, Howard G ^a   Fischer, Martin J ^a   Bevilacqua Masi, Denise M ^a  

^a Mitretek s Center for Telecommunications and Advanced Technology

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION; ELECTRONIC COMMERCE; GRAPHICAL USER INTERFACES; INTERACTIVE COMPUTER SYSTEMS; INTERNET TELEPHONY; NETWORK PROTOCOLS; ONLINE SYSTEMS; REAL TIME SYSTEMS; SWITCHING NETWORKS; VOICE/DATA COMMUNICATION SYSTEMS;

AUTOMATIC CALL DISTRIBUTOR; CALL CENTER MANAGEMENT; ELECTRONIC COMMERCE CUSTOMER SERVICE; ONLINE CUSTOMER SERVICE; PUBLIC SWITCHED TELEPHONE NETWORK; VOICE OVER INTERNET PROTOCOL;

INFORMATION SERVICES;

EID: 0036493799     PISSN: 15209202     EISSN: None     Source Type: Journal    
DOI: 10.1109/MITP.2002.1000458     Document Type: Article

References (3)

1. V. Bapat E. Pruitte Using Simulation in Call Centers Winter Simulation Conf. Proc. 1395 1399 Winter Simulation Conf. Proc. San Diego Calif. 1998
2. S. Yarden Evaluating the Performances of Electronic Commerce Systems Proc. 1997 Winter Simulation Conf. 1053 1056 Proc. 1997 Winter Simulation Conf. San Diego Calif. 1997
3. A. Brandt M. Brandt On a Two-Queue Priority System with Impatience and Its Application to a Call Center Methodology and Computing in Applied Probability 191 210 1999