Are call centers sweatshops?
نویسندگان
چکیده
منابع مشابه
Dimensioning Large Call Centers
We develop a framework for asymptotic optimization of a queueing system. The motivation is the staffing problem of large call centers, which we have modeled as M/M/N queues with N , the number of agents, being large. Within our framework, we determine the asymptotically optimal staffing level N ∗ that trades off agents’ costs with service quality: the higher the latter, the more expensive is th...
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ژورنال
عنوان ژورنال: Annals of Business Administrative Science
سال: 2018
ISSN: 1347-4456,1347-4464
DOI: 10.7880/abas.0180830a