Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers
Published Online:20 Nov 2013https://doi.org/10.1287/msom.2013.0463
Supplemental Material
msom.2013.0463-sm.pdf (287 KB)
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Volume 16, Issue 2
Spring 2014
Pages 167-327
Article Information
Supplemental Material
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Information
- Received:August 03, 2012
- Accepted:August 02, 2013
- Published Online:November 20, 2013
Copyright © 2014, INFORMS
Cite as
Dongyuan Zhan, Amy R. Ward (2013) Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers. Manufacturing & Service Operations Management 16(2):220-237.
https://doi.org/10.1287/msom.2013.0463
Keywords
