LIBROS DEL AUTOR: cihangir ertaban

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  • Call Center Staffing and Shift Optimization
    Cihangir Ertaban
    Inbound call center problems need decisions in four main areas; the number of incoming calls, necessary number of agents to handle these calls, shift starting times for the operations and the number of agents to be allocated to each shift. Call center models mainly cover these areas seperately. This study approaches to the problem with an integrated Markovian approximation,...
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