Robust and data-driven approaches to call centers
نویسندگان
چکیده
منابع مشابه
Robust and data-driven approaches to call centers
We propose both robust and data-driven approaches to a fluid model of call centers that incorporates random arrival rates with abandonment to determine staff levels and dynamic routing policies. Resulting models are tested with real data obtained from the call center of a US bank. Computational results show that the robust fluid model is significantly more tractable as compared to the data-driv...
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ژورنال
عنوان ژورنال: European Journal of Operational Research
سال: 2010
ISSN: 0377-2217
DOI: 10.1016/j.ejor.2010.05.040