References

Anton, J., V. Bapat and B. Hall, 1999. Call Center Performance Enhancement Using Simulation and Modeling. Purdue University Press, Indiana, USA., ISBN: 1-55753-182-X, Pages: 135.

Armony, M. and C. Maglaras, 2004. Contact centers with a call-back option and real-time delay information. Oper. Res., 52: 527-545.
Direct Link  |  

Cleveland, B. and J. Mayben, 1997. Call Center Management on Fast Forward: Succeeding in Todays Dynamic Inbound Environment. ICMI Incorporation, Annapolis, Maryland,.

Cronin, Jr. J.J. and S.A. Taylor, 1992. Measuring service quality: A reexamination and extension. J. Market., 56: 55-68.
CrossRef  |  Direct Link  |  

Feinberg, R.A., I.S. Kim, L. Hokama, D.K. Ruyter and C. Keen, 2000. Operational determinants of caller satisfaction in the call center. Int. J. Serv. Ind. Manage., 11: 131-141.
Direct Link  |  

Gans, N., G. Koole and A. Mandelbaum, 2003. Telephone call centers: Tutorial, review and research prospects. Manuf. Serv. Oper. Manage., 5: 79-141.
Direct Link  |  

Harrison, J.M. and A. Zeevi, 2005. A method for staffing large call centers based on stochastic fluid models. Manuf. Serv. Oper. Manage., 7: 20-36.
Direct Link  |  

Koole, G. and A. Mandelbaum, 2002. Queueing models of call centers: An introduction. Ann. Oper. Res., 113: 41-59.
CrossRef  |  Direct Link  |  

Mandelbaum, A. and S. Zeltyn, 2007. Service Engineering in Action: The Palm Erlang-A Queue, With Applications to Call Centers. In: Advances in Services Innovations. Fahnrich, K.P. (Ed.). Springer Berlin Heidelberg, Berlin, Germany, pp: 17-45.

Mehrotra, V., D. Profozich and V. Bapat, 1997. Simulation: The best way to design your call center. Telemarketing Call Center Solutions, 16: 28-31.

Zeithaml, V.A., L.L. Berry and A. Parasuraman, 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press, New York, USA., ISBN-13: 9780029357019, Pages: 226.

Zeithaml, V.A., L.L. Berry and A. Parasuraman, 1996. The behavioral consequences of service quality. J. Market., 60: 31-46.
CrossRef  |  Direct Link  |