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Intelligent call routing
6 references·0 citing·25 second hop
Intelligent call routing (2011)Intelligent call routingAgent Based Model for Call Centers Using Knowledge Management (2009)Agent Based Model for Call Ce…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Analytics-driven solutions for customer targeting and sales-force allocation (2007)Analytics-driven solutions fo…A Staffing Algorithm for Call Centers with Skill-Based Routing (2005)A Staffing Algorithm for Call…Proceedings of the 35th conference on Winter simulation: driving innovation (2003)Proceedings of the 35th confe…Introduction to Queuing Theory (1989)Introduction to Queuing TheoryThe measurement of experienced burnout (1981)A Review and an Integration of Research on Job Burnout (1993)MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)Personnel scheduling: A literature review (2012)New “Smart Parking” System Based on Resource Allocation and Reservations (2013)Forecasting: theory and practice (2022)Stochastic Modeling and the Theory of Queues (1989)The power of two choices in randomized load balancing (2001)Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Workforce Planning Incorporating Skills: State of the Art (2014)Structure in Fives: Designing Effective Organizations. (1984)The `ART' of knowledge: (1998)The application of knowledge management in call centres (2005)Customer Relationship Management: Integrating Marketing Strategy and Information Technology (2002)The Hidden Minefields in the Adoption of Sales Force Automation Technologies (2002)Data Mining Techniques: For Marketing, Sales, and Customer Relationship Management (2004)High-quantile modeling for customer wallet estimation and other applications (2007)Integrating the value of salespeople and systems: Adapting the benefits dependency network (2008)Operations Research Improves Sales Force Productivity at IBM (2010)Subexponential asymptotics for stochastic processes: extremal behavior, stationary distributions and first passage probabilities (1998)Modeling Parking (1999)Downtown parking in auto city (2008)A novel Iterative Optimization-based Simulation (IOS) framework: An effective tool to optimize system’s performance (2017)Performance evaluation of web service response time probability distribution models for business process cycle time simulation (2019)Discrete event simulation for emergency department modelling: A systematic review of validation methods (2022)
this work references cited by second hop

References

  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 1989Introduction to Queuing Theory460 cited
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 2003Proceedings of the 35th conference on Winter simulation: driving innovation55 cited
  • 2007Analytics-driven solutions for customer targeting and sales-force allocation24 cited
  • 2009Agent Based Model for Call Centers Using Knowledge Management7 cited

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