Architects of the Web
Managing Learning and Turnover in Employee Staffing
Operations Research
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
A Method for Staffing Large Call Centers Based on Stochastic Fluid Models
Manufacturing & Service Operations Management
Using different response-time requirements to smooth time-varying demand for service
Operations Research Letters
Manufacturing & Service Operations Management
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The success of the Internet retailer Amazon.com depends on its providing high-quality customer service. Amazon.com's customer service operations consist of internally and externally managed contact centers. Amazon.com must size its contact centers appropriately, deciding about hiring and training at internally managed centers, and the volume of voice calls and e-mail messages to allocate to external service providers. We developed an approach based on mathematical programming that Amazon.com uses in planning capacity, reducing the average cost of handling a customer contact, and increasing the service level provided customers.