Adaptive threshold policies for multi-channel call centers

Users Modeling for Adaptive Call Centers

The project described in this paper applies the principles of adaptivity to a “traditional” Call Center in order to support the Operator in the interaction with the Customer. The system uses the models of both the Customer and the Operator and builds up the stepwise answer through an adaptive workflow.

Online scheduling policies for multiclass call centers with impatient customers

We consider a call center with two classes of impatient customers: premium and regular classes. Modeling our call center as a multiclass GI/GI/s +M queue, we focus on developing scheduling policies that satisfy a target ratio constraint on the abandonment probabilities of premium customers to regular ones. The problem is inspired by a real call center application in which we want to reach some ...

Skill - based Routing Policies in Call Centers by Martijn Onderwater

Modern call centers deal with a wide variety of service requests from customers. This is partly due to the increasingly divers range of products that companies have, but also because of the many ways that a call center can be contacted (telephone, email, IM, etc.). In the past, agents were trained to deal with all possible types of calls that could arrive at the call center. The large number of...

Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers

In a call center, agents may handle calls at different speeds, and also may be more or less successful at resolving customers’ inquiries, even when only considering customers calling with similar requests. One common measure of successful call resolution is whether or not the call results in the customer calling back. This presents a natural trade-off between speed and quality, where speed is d...

Threshold - type Call Admission Control in Wireless / Mobile Multi - media Networks Using a Prioritized Adaptive