Call-routing schemes for call-center outsourcing

Manufacturing and Service Operations Management

Volumn 9, Issue 1, 2007, Pages 33-50

  Gans, Noah ^a   Zhou, Yong Pin ^b  

^a UNIVERSITY OF PENNSYLVANIA   (United States)

^b UNIVERSITY OF WASHINGTON   (United States)

Author keywords

Bursty call arrival; Call routing; Call center staffing; Outsourcing; Priority routing

Indexed keywords

BURSTY CALL ARRIVAL; CALL ROUTING; CALL-CENTER STAFFING; PRIORITY ROUTING;

ALGORITHMS; COMPUTATIONAL COMPLEXITY; CONSTRAINT THEORY; CUSTOMER SATISFACTION; INDUSTRIAL MANAGEMENT; INFORMATION TECHNOLOGY;

OUTSOURCING;

EID: 33847270730     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1060.0119     Document Type: Article

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