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Call Centers in Financial Services: Strategies, Technologies, and Operations · Study

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ChapterCall Centers in Financial Services: Strategies, Technologies, and Operations

Michael Pinedo2000

Chapter2000

Call Centers in Financial Services: Strategies, Technologies, and Operations

Michael Pinedo · Sridhar Seshadri · Jeyaveerasingam George Shanthikumar

32 citations·0/0 files stored·Springer eBooks

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Outsourcing and Supply Chain Management Customer Service Quality and Loyalty Advanced Queuing Theory Analysis

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References

1977Time Series Analysis: Forecasting and Control 1971Time Series Analysis Forecasting and Control.1975Applying a New Device in the Optimization of Exponential Queuing Systems 1991Loss Networks 1990A survey of retrial queues 1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing 1999JIT Manufacturing: A Survey of Implementations in Small and Large U.S. Manufacturers 1985Optimal control of admission to a quenching system

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2004Real‐Time Work Schedule Adjustment Decisions: An Investigation and Evaluation 2004Performance analysis of an inbound call center with skills-based routing 2015Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers

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1989Monotonic and Insensitive Optimal Policies for Control of Queues with Undiscounted Costsarticle · 4 shared references 2002Applications of Markov Decision Processes in Communication Networkschapter · 4 shared references 2019Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regimearticle · 4 shared references 1988Scheduling, Routing, and Flow Control in Stochastic Networkschapter · 4 shared references 1999Improving Service by Informing Customers About Anticipated Delaysarticle · 3 shared references 2004Contact Centers with a Call-Back Option and Real-Time Delay Informationarticle · 3 shared references

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Year2000

Typechapter

Published2000-01-01

VenueSpringer eBooks

Languageen

Citations32

Files0 public / 0

ShelfOutsourcing and Supply Chain Management

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doi10.1007/978-1-4615-4605-4_18

openalex_workW55190369

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