A new model for call centre queue management

A new model for call centre queue management is described. It incorporates important features of call centre queues and is shown to produce results that are very different from those produced by the more usual models. The analytic approach is easy to apply, and is used to offer some interesting insi...

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Veröffentlicht in:	The Journal of the Operational Research Society 2004-12, Vol.55 (12), p.1352-1357
Hauptverfasser:	Chassioti, E, Worthington, D J
Format:	Artikel
Sprache:	eng
Schlagworte:	Applied sciences Approximation Business and Management Call centers call centres Customer services Exact sciences and technology Management Modeling Operational research and scientific management Operational research. Management science Operations management Operations research Operations Research/Decision Theory Performance metrics Practice Note queue management queueing Queueing theory Queuing theory. Traffic theory Servers Staffing time-dependent behaviour Traffic Traffic congestion Working papers
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Beschreibung
Zusammenfassung:	A new model for call centre queue management is described. It incorporates important features of call centre queues and is shown to produce results that are very different from those produced by the more usual models. The analytic approach is easy to apply, and is used to offer some interesting insights for call center queue management.
ISSN:	0160-5682 1476-9360
DOI:	10.1057/palgrave.jors.2601783