Barth, Wolfgang; Manitz, Michael; Stolletz, Raik - Universität <Hannover> / Wirtschaftswissenschaftliche … - 2008
In this paper, we analyze the performance of call centers of financial serviceproviders 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-timelimit is reached and at least one back-office agent...
