2242 search results - page 2 / 449 » Using Simulation in Call Centers |
WSC
2008
13 years 7 months ago
2008
Staffing and scheduling optimization in large multiskill call centers is time-consuming, mainly because it requires lengthy simulations to evaluate performance measures and their ...
ANOR
2004
13 years 5 months ago
2004
We present an iterative cutting plane method for minimizing staffing costs in a service system subject to satisfying acceptable service level requirements over multiple time perio...
WSC
2008
13 years 7 months ago
2008
We use computer simulation to study the performance of alternative real-time delay estimators in heavily loaded multiserver queueing models. These delay estimates may be used to m...
BPM
2006
Springer
13 years 9 months ago
2006
Springer
An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aim...
LREC
2008
13 years 6 months ago
2008
Being the client's first interface, call centres worldwide contain a huge amount of information of all kind under the form of conversational speech. If accessible, this infor...