Article 2015
Performance analysis of an inbound call center with time varying arrivals
Authors / editors: Maciej Burak
Published in: European Journal of Service Management
The paper presents a novel method of performance analysis of a call center with balking and abandonment, i.e. in which the customer may not stay in the queue once realizing he is put on hold, or abandon the waiting queue if the waiting time is too long.. In the paper we compare b…
DOI: 10.18276/smt.2015.15-01 · ISSN: 1898-0511