Queueing models for full-flexible multi-class call centers with real-time anticipated delays

International Journal of Production Economics

Volumn 120, Issue 2, 2009, Pages 389-399

  Jouini, Oualid ^a,b   Dallery, Yves ^a   Akşin, Zeynep ^c  

^a ECOLE CENTRALE PARIS   (France)

^b NEOMA BUSINESS SCHOOL   (France)

^c KOÇ UNIVERSITY   (Turkey)

Author keywords

Announcing delays; Call centers; Impatient customers; Markov chains; Multi server queues; Predicting delays

Indexed keywords

ANNOUNCING DELAYS; CALL CENTERS; IMPATIENT CUSTOMERS; MARKOV CHAINS; MULTI-SERVER QUEUES; PREDICTING DELAYS;

MARKOV PROCESSES; QUEUEING THEORY; SALES;

CUSTOMER SATISFACTION;

EID: 67651196461     PISSN: 09255273     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijpe.2008.01.011     Document Type: Article

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