Service-level differentiation in call centers with fully flexible servers

Management Science

Volumn 54, Issue 2, 2008, Pages 279-294

  Gurvich, Itay ^a   Armony, Mor ^b   Mandelbaum, Avishai ^c  

^a Columbia University ^*  (United States)

^b NEW YORK UNIVERSITY   (United States)

^c TECHNION ISRAEL INSTITUTE OF TECHNOLOGY   (Israel)

Author keywords

Call centers; Halfin Whitt regime; Heavy traffic; Outsourcing; QED regime; Service level constraints; Skill based routing; Square root safety staffing

Indexed keywords

CALL CENTERS; HALFIN-WHITT REGIME; SKILL-BASED ROUTING; SQUARE-ROOT SAFETY STAFFING;

DATA TRANSFER; INFORMATION SERVICES; NUMERICAL METHODS; TELECOMMUNICATION TRAFFIC;

OUTSOURCING;

EID: 41549147211     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1070.0825     Document Type: Article

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