Staffing and control of instant messaging contact centers

Operations Research

Volumn 61, Issue 2, 2013, Pages 328-343

  Luo, Jun ^a   Zhang, Jiheng ^a  

^a HONG KONG UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Hong Kong)

Author keywords

Fluid models; Limited processor sharing; Many server queues; Staffing and control

Indexed keywords

CUSTOMER CONTACT CENTERS; FLUID APPROXIMATION; FLUID MODELS; INSTANT MESSAGING; LIMITED PROCESSOR SHARING; LIMITING BEHAVIOR; MANY-SERVER QUEUES; STOCHASTIC AVERAGING;

MESSAGE PASSING; RANDOM PROCESSES; SALES; WORLD WIDE WEB;

PERSONNEL SELECTION;

EID: 84877847875     PISSN: 0030364X     EISSN: 15265463     Source Type: Journal    
DOI: 10.1287/opre.1120.1151     Document Type: Article

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