Sep 6, 2012 · We presented a new approach to the control of call centers via randomized policies. Our approach relies on balanced sequences as implementation ...
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The goal of our analysis is to identify an optimal policy for allocating tasks to agents. As a first step, we discuss promising randomized policies and use ...
In this paper we study the optimal assignment of tasks to agents in a call center. For this type of problem, typically, no single deterministic and ...
Jul 19, 2023 · Contact center scheduling is indeed a high-wire balancing act between efficiency and customer experience, all while not burning out the employees.
Nov 1, 2024 · Learn the 20 best call center practices that you should implement in your organization to improve performance and customer satisfaction.
Load balancing is the process of optimizing the distribution or “flow” of call traffic. For contact centers, this means routing calls to the most optimal target ...
In this paper we study a challenging call center operation problem. The goal of our analysis is to identify an optimal policy for allocating tasks to agents ...
Mar 15, 2024 · Call center optimization aims to create a harmonious balance between operational efficiency and exceptional customer service.
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Jul 26, 2024 · Effective call center management means giving them the tools to find that middle ground. We break down the best contact center best practices below.
Dinard (2010) : Optimal Balanced Control for Call Centers, Tinbergen Institute Discussion Paper, No. 10-013/4, Tinbergen Institute, Amsterdam and Rotterdam.