Partial cross training in call centers with uncertain arrivals and global service level agreements

Proceedings - Winter Simulation Conference

Volumn , Issue , 2007, Pages 2252-2258

  Robbins, Thomas R ^a   Harrison, Terry P ^a   Medeiros, D J ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

FINANCE; INVESTMENTS; MANAGEMENT; NETWORK ARCHITECTURE;

ARRIVAL RATES; CALL CENTERS; CLIENT SPECIFIC; CROSS-TRAINING; HELP DESK; SERVICE LEVELS; SERVICE-LEVEL AGREEMENTS; SERVICE-LEVEL-AGREEMENT; SUPPORT OPERATIONS; SUPPORT SERVICES; TECHNICAL SUPPORT SERVICES;

UNCERTAINTY ANALYSIS;

EID: 49749113736     PISSN: 08917736     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/WSC.2007.4419862     Document Type: Conference Paper

References (10)

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