Construction and analysis of a generalized contact center model

Automation and Remote Control

Volumn 75, Issue 11, 2014, Pages 1936-1947

  Stepanov, S N ^a   Stepanov, M S ^b  

^a SJC Intellect Telecom   (Russian Federation)

^b MOSCOW TECHNICAL UNIVERSITY OF COMMUNICATIONS AND INFORMATICS   (Russian Federation)

Author keywords

[No Author keywords available]

Indexed keywords

AUTOMATION;

ACCESS LINES; ANSWERING MACHINES; CONTACT CENTERS; MEASUREMENTS OF; STATISTICAL EQUILIBRIUM; WAITING-TIME;

TELECOMMUNICATION LINES;

EID: 84920903420     PISSN: 00051179     EISSN: None     Source Type: Journal    
DOI: 10.1134/S0005117914110046     Document Type: Article

References (5)

1. Stepanov, S.N., Chislennye metody rascheta sistem s povtornymi vyzovami (Numerical Methods for Analysis of Systems with Repeated Calls), Moscow: Nauka, 1983.
2. Gans, N., Koole, M., and Mandelbaum, A., Telephone Call-Centers: Tutorial, Review and Research Prospects, Manuf. Service Manage., 2003, no. 5, pp. 79–141.
3. Stolletz, R. and Helber, S., Perfomance Analysis of an Inbound Call-Center with Skills-Based Routing, Hannover: Springer-Vellag, 2004.
4. Stepanov, S.N. and Ukhlovskaya, L.G., Modeling the Flows of Incoming and Serviced Calls in City Information Services, Elektrosvyaz’, 1995, no. 4, pp. 26–29.
5. Shrinivasan, R., Talim, J., and Wang, J., Perfomance Analysis of a Call Center with Interactive Voice Response Units, Soc. Estadistica Investigac. Oper. Top., 2004, vol. 12, no. 1, pp. 91–110.