A new model for call centre queue management

E Chassioti () and D J Worthington ()
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E Chassioti: Lancaster University
D J Worthington: Lancaster University

Journal of the Operational Research Society, 2004, vol. 55, issue 12, 1352-1357

Abstract: Abstract A new model for call centre queue management is described. It incorporates important features of call centre queues and is shown to produce results that are very different from those produced by the more usual models. The analytic approach is easy to apply, and is used to offer some interesting insights for call center queue management.

Keywords: call centres; queue management; queueing; time-dependent behaviour (search for similar items in EconPapers)
Date: 2004
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Citations: View citations in EconPapers (7)

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DOI: 10.1057/palgrave.jors.2601783

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