Service-level agreements in call centers: Perils and prescriptions
Year of publication: |
2008
|
---|---|
Authors: | Milner, JM ; Olsen, TL |
Publisher: |
INFORMS |
Subject: | call centers | outsourcing | contracts | heavy traffic | optimal control | MULTICLASS QUEUING-NETWORKS | STATE-SPACE COLLAPSE | HEAVY-TRAFFIC LIMITS | ASYMPTOTIC OPTIMALITY | EXPONENTIAL SERVERS | SCHEDULING CONTROL | CONTACT CENTERS | BACK OPTION | SYSTEMS | CONSTRAINTS |
-
Service-Level Agreements in Call Centers: Perils and Prescriptions
Milner, Joseph M., (2008)
-
Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments
Whitt, Ward, (2004)
-
Service-Level Differentiation in Call Centers with Fully Flexible Servers
Gurvich, Itay, (2008)
- More ...
-
Inventory Management Under Market Size Dynamics
Olsen, TL, (2008)
- More ...