Robust design and control of call centers with flexible interactive voice response systems

Manufacturing and Service Operations Management

Volumn 14, Issue 3, 2012, Pages 386-401

  Tezcan, Tolga ^a   Behzad, Banafsheh ^b  

^a UNIVERSITY OF ROCHESTER   (United States)

^b UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

Author keywords

Call center management; Queueing theory; Stochastic methods

Indexed keywords

ARRIVAL RATES; ASYMPTOTICALLY OPTIMAL; CALL CENTERS; COMPUTERIZED SYSTEMS; DIFFERENT SERVICES; DYNAMIC CONTROL POLICY; INTERACTIVE VOICE RESPONSE; INTERACTIVE VOICE RESPONSE SYSTEMS; LARGE SYSTEM; ROBUST DESIGNS; ROUTING POLICIES; SERVICE MODE; STAFFING LEVEL; STOCHASTIC METHODS;

OPTIMIZATION; PERSONNEL SELECTION; QUEUEING THEORY; SALES; STOCHASTIC SYSTEMS;

SPEECH RECOGNITION;

EID: 84864358444     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1120.0378     Document Type: Article

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