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

DOI10.1007/BF02578926MaRDI QIDQ703289zbMATH OpenOpenAlexWikidataFDO

Authors Raj Srinivasan, Jérôme Talim, Jinting 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

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

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Cites work

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• scientific article; zbMATH DE number 3522951 (Why is no real title available?)
• Poisson Arrivals See Time Averages

Cited in

(10)

• Queueing network model of a call center with customer retrials and impatient customers
• Applications of maximum queue lengths to call center management
• Markov chain models of a telephone call center with call blending
• A data-driven methodology for evaluating and optimizing call center IVRs
• AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
• Designing a call center with an IVR (interactive voice response)
• Construction and analysis of a generalized contact center model
• Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors
• scientific article; zbMATH DE number 1717165 (Why is no real title available?)
• Data-stories about (im)patient customers in tele-queues

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