Designing a call center with an IVR (interactive voice response)

DOI10.1007/S11134-010-9193-YzbMath1200.90051OpenAlexW2069577432MaRDI QIDQ607632

Avishai Mandelbaum, Paul D. Feigin, Polyna Khudyakov

Publication date: 22 November 2010

Published in: Queueing Systems (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1007/s11134-010-9193-y

zbMATH Keywords

call centersasymptotic analysisimpatienceIVRQED or Halfin-Whitt regime

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)

Related Items (8)

Risk measures and their application to staffing nonstationary service systems ⋮ Designing a call center with an IVR (interactive voice response) ⋮ Abandonment versus blocking in many-server queues: asymptotic optimality in the QED regime ⋮ Data-stories about (im)patient customers in tele-queues ⋮ Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors ⋮ APPROXIMATING AND STABILIZING DYNAMIC RATE JACKSON NETWORKS WITH ABANDONMENT ⋮ \(M A P + M A P / M_2 / N / \infty\) queueing system with absolute priority and reservation of servers ⋮ Complete resource pooling of a load-balancing policy for a network of battery swapping stations

Uses Software

• DATA-MOCCA

Cites Work

• Unnamed Item
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• Designing a call center with an IVR (interactive voice response)
• Performance analysis of a call center with interactive voice response units.
• Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue
• Martingale proofs of many-server heavy-traffic limits for Markovian queues
• Performance analysis and optimization of inbound call centers
• Heavy traffic limits for queues with many deterministic servers
• Dimensioning Large Call Centers
• Heavy-Traffic Limits for Queues with Many Exponential Servers
• Understanding the Efficiency of Multi-Server Service Systems
• Some Properties of the Erlang Loss Function
• Statistical Analysis of a Telephone Call Center

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