American Journal of Operations Management and Information Systems

Archive

Volume 5, Issue 4, December 2020

  • Nonstationarity and Abandonment in Markovian Queues with Application to Call Centers

    Siddharth Mahajan

    Issue: Volume 5, Issue 4, December 2020
    Pages: 74-83
    Received: 3 October 2020
    Accepted: 19 October 2020
    Published: 26 October 2020
    DOI: 10.11648/j.ajomis.20200504.11
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    Abstract: Both large and small firms maintain call centers to establish contact between themselves and their customers. A call center is staffed by Customer Service Representatives (CSRs). In addition to CSRs, a call center needs computers and telecommunication equipment such as an Automatic Call Distributor (ACD). If calls arrive according to a Poisson arri... Show More
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