Routing and staffing in customer service chat systems with impatient customers
Year of publication: |
2014
|
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Authors: | Tezcan, Tolga ; Zhang, Jiheng |
Published in: |
Operations research. - Catonsville, MD : INFORMS, ISSN 0030-364X, ZDB-ID 123389-0. - Vol. 62.2014, 4, p. 943-956
|
Subject: | call center management | queuing theory and stochastic methods | Warteschlangentheorie | Queueing theory | Callcenter | Call centre | Kundenservice | Customer service | Tourenplanung | Vehicle routing problem | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Personaleinsatzplanung | Crew scheduling |
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