A new model for call centre queue management

Journal of the Operational Research Society

Volumn 55, Issue 12, 2004, Pages 1352-1357

  Chassioti, E ^a   Worthington, D J ^a,b  

^a LANCASTER UNIVERSITY   (United Kingdom)

^b LANCASTER UNIVERSITY   (United Kingdom)

Author keywords

Call centres; Queue management; Queueing; Time dependent behaviour

Indexed keywords

MATHEMATICAL MODELS; OPERATIONS RESEARCH; PERSONNEL; RESEARCH; STATISTICAL METHODS;

CALL CENTERS; QUEUE MANAGEMENT; QUEUEING; TIME-DEPENDENT BEHAVIOR;

QUEUEING THEORY;

EID: 9744255510     PISSN: 01605682     EISSN: None     Source Type: Journal    
DOI: 10.1057/palgrave.jors.2601783     Document Type: Article

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