A new model for call centre queue management

DOI10.1057/PALGRAVE.JORS.2601783MaRDI QIDQ4678206zbMATH OpenOpenAlexFDO

Authors E. Chassioti, D. J. Worthington

Publication date 23 May 2005

Published in The Journal of the Operational Research Society (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1057/palgrave.jors.2601783

zbMATH Keywords

call centresqueue managementqueueingtime-dependent behaviour

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

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• Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling
• A queueing model for customers requesting service positions at a counter
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• A mathematical model for the management of a service center
• Applications of maximum queue lengths to call center management

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