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Modelling calls and effects
Author(s) -
Zelin Andrew
Publication year - 2015
Publication title -
significance
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.123
H-Index - 21
eISSN - 1740-9713
pISSN - 1740-9705
DOI - 10.1111/j.1740-9713.2015.00867.x
Subject(s) - phrase , customer service , service (business) , computer science , call centre , operations research , operations management , business , marketing , telecommunications , artificial intelligence , engineering
“All our agents are busy” is a phrase call centre customers dread. But basic statistical models can help customer service managers ensure staff supply meets caller demand. Andrew Zelin explains