| Publisher | Oklahoma State University | ||
|---|---|---|---|
| Format | 54.7KB PDF | Date added | 07 Jul 2006 |
| Topics | Customer Support Services | ||
| Downloads | 82 | ||
Customer call centers, which represent a multi-billion dollar industry, are evolving into customer contact centers, in which customer contact happens through additional types of media - e-mail, fax, and the Web. The authors model the operations of contact centers, where the customer contact is via e-mail and present ongoing research on the development of queueing network models aimed at analyzing the processing of e-mails by a network of customer service agents. Problem resolution time becomes an important performance measure in analyzing such systems. Unlike response time, resolution time is not normally addressed in call center models. The analytical modeling work presented here is largely exploratory, and is expected to help identify modeling issues that need to be studied further.
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