Staffing to maximize profit for call centers with alternate service-level agreements

Operations Research

Volumn 57, Issue 3, 2009, Pages 685-700

  Baron, Opher ^a   Milner, Joseph ^a  

^a UNIVERSITY OF TORONTO   (Canada)

Author keywords

Approximations; Balking and reneging; Queues: applications

Indexed keywords

APPROXIMATIONS; BALKING AND RENEGING; CALL CENTERS; CENTRAL LIMIT THEOREM; EXPECTED PROFITS; HIGH DEGREE OF ACCURACY; NUMERICAL EXPERIMENTS; QUEUES: APPLICATIONS; SALIENT FEATURES; SERVICE LEVEL AGREEMENTS; SERVICE LEVELS; SHORT DURATIONS; STAFFING LEVEL; TRAFFIC QUALITY; UNCERTAIN DEMAND;

OCEAN CURRENTS; PERSONNEL SELECTION;

ENTERPRISE RESOURCE MANAGEMENT;

EID: 68149164362     PISSN: 0030364X     EISSN: 15265463     Source Type: Journal    
DOI: 10.1287/opre.1080.0585     Document Type: Article

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