A queueing model for call blending in call centers

Research output: Contribution to JournalArticleAcademicpeer-review

Abstract

Call centers that apply call blending obtain high-productivity and high-service levels by dynamically mixing inbound and outbound traffic. We show that agents should be assigned to outbound calls if the number of available agents exceeds a certain threshold. This control policy is optimal for equal service time distributions and a very good approximation otherwise.
Original languageEnglish
Pages (from-to)1434-1438
JournalIEEE Transactions on Automatic Control
Volume48
DOIs
Publication statusPublished - 2003

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