Service-level agreements in call centers: Perils and prescriptions

Management Science

Volumn 54, Issue 2, 2008, Pages 238-252

  Milner, Joseph M ^a   Olsen, Tava Lennon ^b  

^a UNIVERSITY OF TORONTO   (Canada)

^b WASHINGTON UNIVERSITY IN ST LOUIS   (United States)

Author keywords

Call centers; Contracts; Heavy traffic; Optimal control; Outsourcing

Indexed keywords

CALL CENTERS; HEAVY TRAFFIC;

BEHAVIORAL RESEARCH; CONTRACTS; OPTIMAL CONTROL SYSTEMS; OUTSOURCING;

MANAGEMENT SCIENCE;

EID: 41549162352     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1070.0777     Document Type: Article

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