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Performance analysis of a call center with interactive voice response units

Author

Listed:
  • Raj Srinivasan
  • Jérome Talim
  • Jinting Wang

Abstract

No abstract is available for this item.

Suggested Citation

  • Raj Srinivasan & Jérome Talim & Jinting Wang, 2004. "Performance analysis of a call center with interactive voice response units," TOP: An Official Journal of the Spanish Society of Statistics and Operations Research, Springer;Sociedad de Estadística e Investigación Operativa, vol. 12(1), pages 91-110, June.
    • Handle: RePEc:spr:topjnl:v:12:y:2004:i:1:p:91-110
    DOI: 10.1007/BF02578926
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    Citations

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    Cited by:

    1. Tolga Tezcan & Banafsheh Behzad, 2012. "Robust Design and Control of Call Centers with Flexible Interactive Voice Response Systems," Manufacturing & Service Operations Management, INFORMS, vol. 14(3), pages 386-401, July.
    2. Miao Yu & Yu Zhao & Chunguang Chang & Liangliang Sun, 2023. "Fluid models for customer service web chat systems with interactive automated service," Flexible Services and Manufacturing Journal, Springer, vol. 35(2), pages 572-598, June.
    3. B. Krishna Kumar & R. Sankar & R. Navaneetha Krishnan & R. Rukmani, 2022. "Performance Analysis of Multi-processor Two-Stage Tandem Call Center Retrial Queues with Non-Reliable Processors," Methodology and Computing in Applied Probability, Springer, vol. 24(1), pages 95-142, March.
    4. A. Azadeh & M. S. Naghavi lhoseiny & V. Salehi, 2018. "Optimum alternatives of tandem G/G/K queues with disaster customers and retrial phenomenon: interactive voice response systems," Telecommunication Systems: Modelling, Analysis, Design and Management, Springer, vol. 68(3), pages 535-562, July.

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