Telephone Call/Contact Centers

Review of State-of-the-Art Research

Hamil, Tel-Aviv

Contents

1.  Introduction: Telephone Call/Contact Centres

2.  What is a “Service-Time” (Duration)?

3.  Operational Regimes

4.  Patience

5.1.  Erlang-A

5.2.  Skills Based Routing

6. Judges Measurements

7.  The Full Version of the Lecture

8.  4CallCenters Demo