Analyzing skill-based routing call centers using discrete-event simulation and design experiment

Proceedings - Winter Simulation Conference

Volumn 2, Issue , 2004, Pages 1812-1820

  Mazzuchi, Thomas A ^a   Wallace, Rodney B ^b  

^a The George Washington University   (United States)

^b IBM   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

COMPUTER AIDED ANALYSIS; CUSTOMER SATISFACTION; PROFESSIONAL ASPECTS; ROUTERS;

AUTOMATIC CALL DISTRIBUTORS (ACD); CALL CENTERS; CUSTOMER SERVICE REPRESENTATIVES (CSR); SKILL-BASED ROUTING (SBR);

COMPUTER SIMULATION;

EID: 17744400130     PISSN: 08917736     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

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