Staffing call centers with impatient customers: Refinements to many-server asymptotics

Operations Research

Volumn 60, Issue 2, 2012, Pages 461-474

  Zhang, Bo ^a   Van Leeuwaarden, Johan S H ^b   Zwart, Bert ^c  

^a IBM T J WATSON RESEARCH CENTER   (United States)

^b EINDHOVEN UNIVERSITY OF TECHNOLOGY   (Netherlands)

^c CWI   (Netherlands)

Author keywords

Call centers; Erlang A queueing model; Impatient customers; Quality and efficiency driven regime; Square root staffing

Indexed keywords

CALL CENTERS; IMPATIENT CUSTOMERS; QUALITY-AND- EFFICIENCY-DRIVEN REGIME; QUEUEING MODEL; SQUARE-ROOT;

ASYMPTOTIC ANALYSIS; PERSONNEL SELECTION; QUEUEING NETWORKS;

QUEUEING THEORY;

EID: 84861633019     PISSN: 0030364X     EISSN: 15265463     Source Type: Journal    
DOI: 10.1287/opre.1110.1016     Document Type: Article

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