Telephone Call/Contact Centers

Review of State-of-the-Art Research

Hamil, Tel-Aviv

Contents:

1	Introduction : Telephone Call/Contact centers		(PDF-2.5MB)
2	What is a “Service-Time” (Duration) ?		(PDF-1.7MB)
3	Operational Regimes		(PDF-622KB)
4	Patience		(PDF-500KB)
5	A	Erlang-A	(PDF-720KB)
	B	Skills Based Routing	(PDF- 450KB)
6	Judges Measurements		(PDF- 6.1MB)
7	The Full Version of the Lecture		(PDF- 2.5MB)
8	4CallCenters Demo		(zip-120KB)