On customer contact centers with a call-back option: Customer decisions, routing rules, and system design

Operations Research

Volumn 52, Issue 2, 2004, Pages 271-292

  Armony, Mor ^a   Maglaras, Constantinos ^b  

^a NEW YORK UNIVERSITY   (United States)

^b The Sanford C Bernstein Co Center for Leadership and Ethics   (United States)

Author keywords

Call centers; Choice models; Halfin Whitt regime; Heavy traffic; Nash equilibrium; Service level guarantees; Service networks

Indexed keywords

CALL CENTERS; CHOICE MODELS; HALFIN-WHITT REGIME; HEAVY TRAFFIC; NASH EQUILIBRIUM; SERVICE LEVEL GUARANTEES; SERVICE NETWORKS;

MATHEMATICAL MODELS; OPERATIONS RESEARCH; PROBABILITY; ROUTERS; SOCIETIES AND INSTITUTIONS; SYSTEMS ANALYSIS;

CUSTOMER SATISFACTION;

EID: 0141510439     PISSN: 0030364X     EISSN: None     Source Type: Journal    
DOI: 10.1287/opre.1030.0088     Document Type: Article

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