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Vijay Mehrotra, Kevin Ross, Geoffrey S. Ryder, Yong-Pin Zhou. Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers. Manufacturing & Service Operations Management, 14(1):66-81, 2012. [doi]
Possibly Related PublicationsThe following publications are possibly variants of this publication: Managing Response Time in a Call-Routing Problem with Service FailureFrancis de Véricourt, Yong-Pin Zhou. ior, 53(6):968-981, 2005. [doi] Call-Routing Schemes for Call-Center OutsourcingNoah Gans, Yong-Pin Zhou. msom, 9(1):33-50, 2007. [doi]
The following publications are possibly variants of this publication: