Threshold routing to trade off waiting and call resolution in call centers

Dongyuan Zhan, Amy R. Ward

Year of publication:	2014
Authors:	Zhan, Dongyuan ; Ward, Amy R.
Published in:	Manufacturing & service operations management : M & SOM. - Catonsville, MD : INFORMS, ISSN 1523-4614, ZDB-ID 2021015-2. - Vol. 16.2014, 2, p. 220-237
Subject:	call center management \| queueing theory \| stochastic methods \| service operations \| Warteschlangentheorie \| Queueing theory \| Callcenter \| Call centre \| Tourenplanung \| Vehicle routing problem

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