Performance analysis of a call center with interactive voice response units.

DOI10.1007/BF02578926zbMath1076.60083OpenAlexW2092214701WikidataQ54138309 ScholiaQ54138309MaRDI QIDQ703289

Raj Srinivasan, Jérôme Talim, Jin-Ting Wang

Publication date: 11 January 2005

Published in: Top (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1007/bf02578926

zbMATH Keywords

Erlang formulaeflow controlled Jackson networks

Mathematics Subject Classification ID

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

Related Items (6)

Applications of maximum queue lengths to call center management ⋮ Designing a call center with an IVR (interactive voice response) ⋮ 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 ⋮ Construction and analysis of a generalized contact center model ⋮ AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL

Cites Work

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