The Effect of Heterogeneous Servers on the Service Level Predicted by Erlang-A
Thousands of call centers operate in the United States employing millions of people. Since personnel costs represent as much as 80% of the total operating expense of these centers, it is important for call center managers to determine an appropriate staffing level required to maintain the desired op...
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| Format: | Others |
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NSUWorks
2011
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| Online Access: | http://nsuworks.nova.edu/hsbe_etd/38 http://nsuworks.nova.edu/cgi/viewcontent.cgi?article=1037&context=hsbe_etd |