Stolletz, Raik; Manitz, Michael - In: Omega 41 (2013) 2, pp. 280-286
This paper analyzes the performance of call centers with impatient customers, two levels of support, and an overflow mechanism. Waiting calls from the front-office queue – if not reneging – are sent to the back office if at least one back-office agent is available and if a certain threshold...