Results 1 to 10 of about 132,598 (273)
Dynamic routing policies for multi-skill call centers [PDF]
Probability in the Engineering and Informational Sciences, 2009 We consider the problem of routing calls dynamically in a multiskill call center. Calls from different skill classes are offered to the call center according to a Poisson process.
Bertsekas +6 more
core +4 more sources
Call Rating based on Objective Data Extraction [PDF]
Telfor Journal, 2023 Interaction channels are special opportunities to improve customer satisfaction by offering a consistent problem-solving experience. Contact center employees are the link between the company and the customer.
E. Avdagić-Golub +4 more
doaj +1 more source
Dynamic Routing Policies for Multi-Skill Call Centers Using Deep Q Network
Mathematics, 2023 When the call center queuing system becomes complex, it turns out that the static routing policy is not optimal. This paper considers the problem of the dynamic routing policy for call centers with multiple skill types and agent groups. A state-dependent
Qin Zhang
doaj +1 more source
Call-Routing Schemes for Call-Center Outsourcing [PDF]
Manufacturing & Service Operations Management, 2007 Companies may choose to outsource parts, but not all, of their call-center operations. In some cases, they classify customers as high or low value, serving the former with their in-house operations and routing the latter to an outsourcer. Typically, they impose service-level constraints on the time each type of customer waits on hold.
Gans, Noah, Zhou, Yong-Pin
openaire +4 more sources
Technical and Regulatory Issues of Emergency Call Handling
Journal of Telecommunications and Information Technology, 2023 The paper presents selected technical and regulatory aspects of emergency call handling in communication between citizens and authorities in case of distress.
Wojciech Michalski
doaj +1 more source
Routing Strategies for Isochronal-Evolution Random Matching Network
Entropy, 2023 In order to abstract away a network model from some real-world networks, such as navigation satellite networks and mobile call networks, we proposed an Isochronal-Evolution Random Matching Network (IERMN) model. An IERMN is a dynamic network that evolves
Weicheng Lun, Qun Li, Zhi Zhu, Can Zhang
doaj +1 more source
Advantages and Limitations of Quantum Routing
PRX Quantum, 2023 The swap gate is a ubiquitous tool for moving information on quantum hardware, yet it can be considered a classical operation because it does not entangle product states. Genuinely quantum operations could outperform swap for the task of permuting qubits
Aniruddha Bapat +3 more
doaj +1 more source
Reducing Call Routing Cost for Femtocells [PDF]
IEEE Transactions on Wireless Communications, 2010 Femtocell is an effective solution to improve indoor coverage for cellular networks, where short-range and low-power Base Stations (BSs) called Femto BSs are deployed in small areas (e.g., buildings). We propose the Femto Private Branch Exchange (FPBX) to concentrate the traffic of the Femto BSs in a specific area, such as a campus or an enterprise ...
Yi-Bing Lin +2 more
openaire +1 more source
Machine-learning based routing of callers in an Israeli mental health hotline
Israel Journal of Health Policy Research, 2022 Background Mental health contact centers (also known as Hotlines) offer crisis intervention and counselling by phone calls and online chats. These mental health helplines have shown great success in improving the mental state of the callers, and are ...
Akiva Kleinerman +2 more
doaj +1 more source
Generalized load sharing for packet-switching networks [PDF]
, 2000 In this paper, we propose a framework to study how to effectively perform load sharing in multipath communication networks. A generalized load sharing (GLS) model has been developed to conceptualize how traffic is split ideally on a set of active paths ...
Leung, KaCheong, Li, Victor OK
core +1 more source