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    MANSCI
    2008
    116views more  MANSCI 2008»
    Call Center Outsourcing: Coordinating Staffing Level and Service Quality
    13 years 4 months ago
    Call Center Outsourcing: Coordinating Staffing Level and Service Quality
    Download  faculty.washington.edu
    In this paper, we study the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. We mo...
    Z. Justin Ren, Yong-Pin Zhou
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    MANSCI
    2008
    119views more  MANSCI 2008»
    Service-Level Differentiation in Call Centers with Fully Flexible Servers
    13 years 4 months ago
    Service-Level Differentiation in Call Centers with Fully Flexible Servers
    Download  www.kellogg.northwestern.edu
    We study large-scale service systems with multiple customer classes and many statistically identical servers. The following question is addressed: How many servers are required (s...
    Itay Gurvich, Mor Armony, Avishai Mandelbaum
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