search query: @author Aksin, O. Z. / total: 2
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| Author: | Aksin, O. Z. Harker, P. T. |
| Title: | Modeling a phone center: analysis of a multichannel, multiresource processor shared loss system |
| Journal: | Management Science
2001 : FEB, VOL. 47:2, p. 324-336 |
| Index terms: | CALL CENTRES |
| Freeterms: | LOSS SYSTEM PROCESSOR SHARING |
| Language: | eng |
| Abstract: | This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multiclass processor shared loss system, where the interacting effects of human, telecommunication, and information technology resources are explicitly incorporated. |
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