Personalized priority policies in call centers using past customer interaction information
Year of publication: |
2022
|
---|---|
Authors: | Hathaway, Brett Alan ; Emadi, Seyed Morteza ; Deshpande, Vinayak |
Published in: |
Management science : journal of the Institute for Operations Research and the Management Sciences. - Hanover, Md. : INFORMS, ISSN 1526-5501, ZDB-ID 2023019-9. - Vol. 68.2022, 4, p. 2806-2823
|
Subject: | call routing | queues | structural estimation | Warteschlangentheorie | Queueing theory | Callcenter | Call centre | Tourenplanung | Vehicle routing problem |
-
Don't call us, we'll call you : an empirical study of caller behavior under a callback option
Hathaway, Brett A., (2021)
-
Threshold routing to trade off waiting and call resolution in call centers
Zhan, Dongyuan, (2014)
-
Staffing call centers with uncertain arrival rates and co-sourcing
Levent Koçağa, Yaşar, (2015)
- More ...
-
Don't call us, we'll call you : an empirical study of caller behavior under a callback option
Hathaway, Brett A., (2021)
-
Don't Call Us, We'll Call You : An Empirical Study of Caller Behavior Under a Callback Option
Hathaway, Brett, (2019)
-
Structural estimation of callers' delay sensitivity in call centers
Akşin, Zeynep, (2013)
- More ...