ALTERNATIVE SOLUTION FOR CLIENT SERVICE MANAGEMENT

Abstract

The purpose of the article is to introduce the framework of investigating quieting processes employing innovate technique – Big Data aiming to present effective solutions for burstiness control and ensure high quality customer flow management. This contribution is organized as follows: the first section introduces the main principles of Queuing theory, then the discussion of its empirical application follows and finally the theoretical grounding of proposed new model development that gives a realistic description of binary customer behavior based on gap processes is presented.