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| Tekijä: | Aksin, O. Z. Harker, P. T. |
| Otsikko: | Modeling a phone center: analysis of a multichannel, multiresource processor shared loss system |
| Lehti: | Management Science
2001 : FEB, VOL. 47:2, p. 324-336 |
| Asiasana: | CALL CENTRES |
| Vapaa asiasana: | LOSS SYSTEM PROCESSOR SHARING |
| Kieli: | eng |
| Tiivistelmä: | 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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