IMPROVING SERVICE BY INFORMING CUSTOMERS ABOUT ANTICIPATED DELAYS

@inproceedings{Whitt1999IMPROVINGSB,
  title={IMPROVING SERVICE BY INFORMING CUSTOMERS ABOUT ANTICIPATED DELAYS},
  author={Ward Whitt},
  year={1999}
}
This paper studies alternative ways to manage a multi-server system such as a telephone call center. Three alternatives can be described succinctly by: (i) blocking, (ii) reneging and (iii) balking. The first alternative – blocking – is to have no provision for waiting. The second alternative is to allow waiting, but neither inform customers about anticipated delays nor provide state information to allow arriving customers to predict delays. The second alternative tends to yield higher server… CONTINUE READING
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