Routing heuristics for multi-skill call centers

Winter Simulation Conference Proceedings

Volumn 2, Issue , 2003, Pages 1813-1816

  Koole, Ger ^a   Pot, Auke ^a   Talim, Jérôme ^b  

^a VU UNIVERSITY AMSTERDAM   (Netherlands)

^b CARLETON UNIVERSITY   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

APPROXIMATION THEORY; COMPUTER SIMULATION; HEURISTIC METHODS; INFORMATION DISSEMINATION; OPTIMIZATION; TELECOMMUNICATION TRAFFIC;

CALL CENTERS; DELAY SYSTEMS;

TELECOMMUNICATION SERVICES;

APPROXIMATION METHODS; BLOCKINGS; CALL CENTERS; DELAYS SYSTEM; MULTI SKILLS; PERFORMANCE; ROUTING HEURISTICS; SKILL BASED ROUTING; SKILL SETS;

EID: 1642518519     PISSN: 02750708     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (4)

1. Cooper, R. 1981. Introduction to queueing theory. 2nd ed. North Holland.
2. Gans, N., G. Koole, and A. Mandelbaum. 2003. Telephone call centers: Tutorial, review, and research prospects. Manufacturing & Service Operations Management 5:79-141.
3. Hordijk, A., and A. Ridder. 1987. Stochastic inequalities for an overflow model. Journal of Applied Probability 24:696-708.
4. Koole, G., and J. Talim. 2000. Exponential approximation of multi-skill call centers architecture. In Proceedings of QNETs 2000, 23/1-10.