Customer service management in call-centers
نویسندگان
چکیده
منابع مشابه
Service-Level Variability of Inbound Call Centers
In practice, call center service levels are reported over periods of nite length that are usually no longer than 24 hours. In such small periods the service level has a large variability. It is therefore not su£cient to base sta£ng decisions only on the expected value of the service level. In this paper we consider the classicalM/M/s queueing model that is o en used in call centers. We develop...
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ژورنال
عنوان ژورنال: Efficiency of public administration
سال: 2018
ISSN: 2070-4011
DOI: 10.33990/2070-4011.55.2018.146724