Optimization of a Call Centre Performance Using the Stochastic Queueing Models
Background A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performanc...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2014-09-01
|
| Series: | Business Systems Research |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/bsrj-2014-0016 |