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...

This report, which examines social service enrollment reforms in FL, PA, TX, and WA, informs the state of California and stakeholders as they consider changes in the enrollment process for public health and social services programs.

This study was conducted to determine the factors that influence employees in Davao City to work in call centers. The objective of the study is to determine the socio-economic and demographic profile of employees working in the call center sector andidentify the factors that affect the job...

Financial constraint is a great challenge for many firms (especially start-up, small- and medium-sized ones) in reality. This paper investigates the methods for coordinating the call center outsourcing supply chain with financial constraint. Based on an outsourcing supply chain that is composed...

The main focus of the call center research has been on models that assume all input distributions are known in queuing theory which gives birth to staffing and the estimation of operating characteristics. Studies investigating uncertainty of the input distributions and its implications on call...

We consider M/M/c/K (K ≥ c ≥ 1) retrial queues with two types of nonpersistent customers, which are motivated from modeling of service systems such as call centers. Arriving customers that see the system fully occupied either join the orbit or abandon receiving service forever. After an...

This paper analyzes the performance of call centers with impatient customers, two levels of support, and an overflow mechanism. Waiting calls from the front-office queue – if not reneging – are sent to the back office if at least one back-office agent is available and if a certain threshold...

Die sich ständig verändernden Märkte und Marktgegebenheiten, Innovationen im Bereich der Informations- und Kommunikationstechnologie sowie die Erneuerung des allgemeinen Wertesystems in Verbindung mit einem weiter steigenden Wettbewerbsdruck auf die Unternehmen führen unmittelbar dazu, dass...

In diesem Aufsatz wird der Fragestellung nachgegangen, ob neuronale Netze in der Lage sind Kennzahlen für Warteschlangensysteme zu approximieren. Da für die meisten in der Praxis vorkommenden Warteschlangenprobleme keine exakten, expliziten Lösungen für die Warteschlangenkennzahlen...