Barth, Wolfgang; Manitz, Michael; Stolletz, Raik - Wirtschaftswissenschaftliche Fakultät, Leibniz … - 2008
In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...
