Bilingual server call centres

MaRDI QIDQ2702294zbMATH OpenFDO

Authors David A. Stanford, Winfried K. Grassmann

Publication date 24 March 2002

zbMATH Keywords

distinct service requirementsqueueing systemservice

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Performance evaluation, queueing, and scheduling in the context of computer systems (68M20) Queues and service in operations research (90B22)

Recommendations

• The Bilingual Server System: A Queueing Model Featuring Fully And Partially Qualified Servers
• Service-level differentiation in call centers with fully flexible servers
• Dimensioning Large Call Centers
• Staffing and routing in a two-tier call centre

Cited in

(4)

• Optimal balanced control for call centers
• The Bilingual Server System: A Queueing Model Featuring Fully And Partially Qualified Servers
• On Accommodating Customer Flexibility in Service Systems
• Optimal resource allocation for multiqueue systems with a shared server pool

This page was built for publication: Bilingual server call centres

Report a bug (only for logged in users!)Click here to report a bug for this page (MaRDI item Q2702294)