Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers
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DOI: 10.1287/msom.2013.0463
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Cited by:
- Xuchuan Yuan & Tinglong Dai & Lucy Gongtao Chen & Srinagesh Gavirneni, 2021. "Co-Opetition in Service Clusters with Waiting-Area Entertainment," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 106-122, 1-2.
- Tinglong Dai & Ronghuo Zheng & Katia Sycara, 2020. "Jumping the Line, Charitably: Analysis and Remedy of Donor-Priority Rule," Management Science, INFORMS, vol. 66(2), pages 622-641, February.
- Galit B. Yom-Tov & Avishai Mandelbaum, 2014. "Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing," Manufacturing & Service Operations Management, INFORMS, vol. 16(2), pages 283-299, May.
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Keywords
call center management; queueing theory; stochastic methods; service operations;All these keywords.
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