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Applications in contact center
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Analysis of Multi-server Systems
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Concluding remarks
Contents
Further discussion and conclusion
Subsections
Applications in contact center design
Motivation
Overview of contact center operation
Towards efficient contact center operation
Overview of contact center management
Capacity planning
Modeling
Analysis
Routing policy design
Conclusion
Analytical tools developed
Lessons learned in the analysis of multiserver systems
Impact of service demand variability and prioritization in multiserver systems
Benefit and penalty of cycle stealing
Exploring robustness of resource allocation policies
Future directions
Takayuki Osogami 2005-07-19
