Should service capacities (such as agent groups in call centers) be pooled or not? This paper will show that there is no single answer. For the simple but generic situation of two (strictly pooled or unpooled) server groups, it will provide (1) insights and approximate formulae, (2) numerical support, and (3) general conclusions for the waiting-time effect of pooling. For a single call type, this effect is clearly positive, as represented by a pooling factor. With multiple job types, however, the effect is determined by both a pooling and a mix factor. Due to the mix factor, this effect might even be negative. In this case, it is also numerically illustrated that an improvement of both the unpooled and the strictly pooled scenario can be achieved by simple overflow or threshold scenario...
Kanawha County residents are cleaning up after Mondays storm and local officials are looking at ways to eliminate problems caused by Mondays high winds. Kanawha County Commission President Kent Carper is awaiting word from Frontier Communications as to why the emergency lines at the 911 Center shut down during the storm. Frontier officials asked for time to look at the issue before making a report. Carper said that although he is not an expert on communications equipment, he believes the system shut down because of the sheer volume of calls received in the wake of the storm. Frontiers response was quick, but we cant have the 911 system crashing, Carper said. He plans to wait for the report before he offers an opinion about the quality of the companys service. Frontier bought this system...
The phenomenon of call reluctance is the experience of an elevated level of apprehension sometimes seemingly overwhelming, that may inhibit the number of calls a person will make, and perhaps, rendering the individual incapable of working at all. Both the professional sales and academic literature indicate that call reluctance is an extraordinarily common experience. The critical aspect of what is involved here is the need for salespeople to sell themselves as well as their products or services. Dudley and Goodson (1999) have developed both a "selling styles profile analysis" and a "call reluctance scale," which, since 1982, they have applied repeatedly to thousands of salespeople, most notably in the fields of insurance and real estate sales. Their research indicates that call reluctan...
I knew they would if I waited long enough. Flip-flopping isn't as hard as you think; all kinds of people are doing it. Last week, voters in Spain flip-flopped themselves from "allies" to "appeasers." The president of Poland flip-flopped by saying that the [George W. Bush] administration "deceived" him about those weapons of mass destruction -- "we were taken for a ride!" Italy, Hungary, the Netherlands and Honduras are ready to flip-flop any minute, leaving only 28 flavors -- excuse me -- partners in the Coalition of the Willing. Can it be long before Tony Blair gets flip-flopped out of a job? According to the website Comingsoon. com -- no, it's not about the Rapture -- the Maccabees were "Jewish guerilla fighters who led a successful rebellion against Greek conquerors 165 years before ...
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