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~isPartOf:"OR spectrum : quantitative approaches in management"
~subject:"Call centre"
~subject:"Kundenzufriedenheit"
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Call centre
Kundenzufriedenheit
Callcenter
8
Queueing theory
6
Theorie
6
Theory
6
Warteschlangentheorie
6
Stochastic process
2
Stochastischer Prozess
2
Callback
1
Capacity planning
1
Crew scheduling
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Markov chain
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Markov-Kette
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Performance evaluation
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Personaleinsatzplanung
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Queueing systems
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Helber, Stefan
2
Koole, Ger M.
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Aguir, Salah
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Akşin, O. Zeynep
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Ding, Sihan
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Henken, Kirsten
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Jiménez, Tania
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Jouini, Oualid
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Liao, Shuangqing
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Mandelbaum, Avi
1
Mei, R. D. van der
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Shumsky, Robert A.
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Stolletz, Raik
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OR spectrum : quantitative approaches in management
Manufacturing & service operations management : M & SOM
18
Management science : journal of the Institute for Operations Research and the Management Sciences
16
New technology, work and employment
15
European journal of operational research : EJOR
11
Labour & industry : a journal of the social and economic relations of work ; the journal of the Association of Industrial Relations Academics of Australia & New Zealand (AIRAANZ)
11
Production and operations management : an international journal of the Production and Operations Management Society
10
The international journal of human resource management
10
Work, employment & society : a journal of the British Sociological Association
10
Borders in service : enactments of nationhood in transnational call centres
9
Developments in the call centre industry : analysis, changes, and challenges
9
European journal of industrial relations
9
International employment relations review
9
SpringerLink / Bücher
9
Call-Center erfolgreich outsourcen : [die Arbeit mit Dienstleistern planen, umsetzen, steuern und evaluieren ; Praxishandbuch]
8
Operations research
8
The journal of industrial relations : the journal of the Industrial Relations Society of Australia
8
The journal of services marketing
8
The next available operator : managing human resources in Indian business process outsourcing industry
8
Human relations
7
ILR review : the journal of work and policy
7
Journal of vocational behavior
7
Academy of Management journal : AMJ
6
Journal of business research : JBR
6
Computers & operations research : and their applications to problems of world concern ; an international journal
5
Discussion paper series / IZA
5
Employee relations
5
Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde
5
Industrial relations : a journal of economy & society
5
International journal of production economics
5
Managing service quality : MSQ ; an international journal
5
NBER working paper series
5
SA journal of human resource management : SAJHRM
5
The service industries journal
5
Working paper / National Bureau of Economic Research, Inc.
5
Economic and industrial democracy : EID ; an international journal
4
Industrial relations journal
4
International journal of services and operations management
4
NBER Working Paper
4
Omega : the international journal of management science
4
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ECONIS (ZBW)
8
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1
Call centers with a postponed callback offer
Legros, Benjamin
;
Ding, Sihan
;
Mei, R. D. van der
; …
- In:
OR spectrum : quantitative approaches in management
39
(
2017
)
4
,
pp. 1097-1125
Persistent link: https://www.econbiz.de/10011777097
Saved in:
2
Staffing a call center with uncertain non-stationary arrival rate and flexibility
Liao, Shuangqing
;
Koole, Ger M.
;
Van Delft, Christian
; …
- In:
OR spectrum : quantitative approaches in management
34
(
2012
)
3
,
pp. 691-721
Persistent link: https://www.econbiz.de/10009559848
Saved in:
3
Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Helber, Stefan
;
Henken, Kirsten
- In:
OR spectrum : quantitative approaches in management
32
(
2010
)
1
,
pp. 109-134
Persistent link: https://www.econbiz.de/10003935919
Saved in:
4
Approximation and analysis of a call center with flexible and specialized servers
Shumsky, Robert A.
- In:
OR spectrum : quantitative approaches in management
26
(
2004
)
3
,
pp. 307-330
Persistent link: https://www.econbiz.de/10002094540
Saved in:
5
Performance analysis of an inbound call center with skills-based routing : a priority queueing system with two classes of impatient customers and heterogeneous agents
Stolletz, Raik
;
Helber, Stefan
- In:
OR spectrum : quantitative approaches in management
26
(
2004
)
3
,
pp. 331-352
Persistent link: https://www.econbiz.de/10002094550
Saved in:
6
The impact of retrials on call center performance
Aguir, Salah
;
Karaesmen, Fikri
;
Akşin, O. Zeynep
; …
- In:
OR spectrum : quantitative approaches in management
26
(
2004
)
3
,
pp. 353-376
Persistent link: https://www.econbiz.de/10002094565
Saved in:
7
The impact of customers' patience on delay and abandonment : some empirically-driven experiments with the M/M/n+G queue
Mandelbaum, Avi
;
Zeltyn, Sergey
- In:
OR spectrum : quantitative approaches in management
26
(
2004
)
3
,
pp. 377-411
Persistent link: https://www.econbiz.de/10002094576
Saved in:
8
Scaling and comparison of fluid limits of queues applied to call centers with time-varying parameters
Jiménez, Tania
;
Koole, Ger M.
- In:
OR spectrum : quantitative approaches in management
26
(
2004
)
3
,
pp. 413-422
Persistent link: https://www.econbiz.de/10002094592
Saved in:
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