Telephone Call Centers: Tutorial, Review, and Research Prospects

Manufacturing and Service Operations Management

Volumn 5, Issue 2, 2003, Pages 79-141

  Gans, Noah ^a   Koole, Ger ^b   Mandelbaum, Avishai ^c  

^a UNIVERSITY OF PENNSYLVANIA   (United States)

^b VU UNIVERSITY AMSTERDAM   (Netherlands)

^c TECHNION ISRAEL INSTITUTE OF TECHNOLOGY   (Israel)

Author keywords

Abandonment; Capacity Management; Contact Center; Erlang A; Erlang B; Erlang C; Hiring; QED Regime; Queueing; Staffing; Telephone Call Center; Telequeues; Teleservices; Time Varying Queues; Workforce Management Systems; ACD Reports

Indexed keywords

COMPUTER SIMULATION; COSTS; DATA MINING; DATA REDUCTION; MANAGEMENT INFORMATION SYSTEMS; MARKETING; MATHEMATICAL MODELS; MULTIMEDIA SYSTEMS; QUEUEING THEORY; RESEARCH AND DEVELOPMENT MANAGEMENT; ROUTERS; SOCIETIES AND INSTITUTIONS; STATISTICAL METHODS; TELECOMMUNICATION SERVICES;

REVENUE MANAGEMENT; TELEPHONE CALL CENTERS; TELEQUEUES; TIME-VARYING QUEUES; WORKFORCE MANAGEMENT SYSTEMS;

OPERATIONS RESEARCH;

EID: 0345117077     PISSN: 15234614     EISSN: None     Source Type: Journal    
DOI: 10.1287/msom.5.2.79.16071     Document Type: Review

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