Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Published Online:7 Oct 2011https://doi.org/10.1287/msom.1110.0349
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Volume 14, Issue 1
Winter 2012
Pages 1-163
Article Information
Supplemental Material
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Information
- Received:August 14, 2009
- Accepted:June 07, 2011
- Published Online:October 07, 2011
Copyright © 2012, INFORMS
Cite as
Vijay Mehrotra, Kevin Ross, Geoff Ryder, Yong-Pin Zhou, (2011) Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers. Manufacturing & Service Operations Management 14(1):66-81.
https://doi.org/10.1287/msom.1110.0349
Keywords
