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Grundlagen und Probleme der Personalbedarfsermittlung in Inbound-Call Centern

Helber, Stefan; Stolletz, Raik - In: Produktion von Dienstleistungen, (pp. 67-88). 2004

Persistent link: https://www.econbiz.de/10002034747

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

Erfolgsorientierte Agentenallokation in inbound Call-Centern

Helber, Stefan; Stolletz, Raik; Bothe, Sophie - In: Schmalenbachs Zeitschrift für betriebswirtschaftliche … 57 (2005) 1, pp. 3-32

Persistent link: https://www.econbiz.de/10002573616

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

Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials

Helber, Stefan (contributor); Henken, Kirsten (contributor) - 2007

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

Persistent link: https://www.econbiz.de/10003575481