Abstract
Sound scientific principles must be prerequisites for sustaining the levels of service and efficiency of modern call center, and these principles, in turn, better is based on real-world data. For example, in order to determine the least number of agents that could provide a given service level, it is critical to understand customers’ impatience while waiting at the phone to be served. In this paper, we use stochastic models to plan call center operations and analyze projected performance focusing on the impatience of customers through simulation experiments.
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Kim, Y.B., Lee, C.H., Kim, J.B., Kim, G.t., Hong, J.S. (2005). Empirical Analysis for Individual Behavior of Impatient Customers in a Call Center. In: Baik, DK. (eds) Systems Modeling and Simulation: Theory and Applications. AsiaSim 2004. Lecture Notes in Computer Science(), vol 3398. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-30585-9_37
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DOI: https://doi.org/10.1007/978-3-540-30585-9_37
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-24477-6
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