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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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Statistical analysis of a telephone call center : a queueing-science perspective
Brown, Lawrence A.; Gans, Noah; Mandelbaum, Avishai; … - In: Journal of the American Statistical Association : JASA 100 (2005) 469, pp. 36-50
Persistent link: https://www.econbiz.de/10002702139
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Excursion-based universal approximations for the Erlang-A queue in steady-state
Gurvich, Itai; Huang, Junfei; Mandelbaum, Avishai - In: Mathematics of operations research 39 (2014) 2, pp. 325-373
Persistent link: https://www.econbiz.de/10010384205
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Service engineering in action: the Palm/Erlang-A queue, with applications to call centers
Mandelbaum, Avishai; Zeltyn, Sergey - In: Advances in services innovations, (pp. 17-45). 2007
Persistent link: https://www.econbiz.de/10003387944
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Service engineering of call centers : research, teaching, and practice
Zeltyn, Sergey; Mandelbaum, Avishai - In: Service science, management and engineering : education …, (pp. 317-327). 2008
Persistent link: https://www.econbiz.de/10003827990
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Refined models for efficiency-driven queues with applications to delay announcements and staffing
Huang, Junfei; Mandelbaum, Avishai; Zhang, Hanqin; … - In: Operations research 65 (2017) 5, pp. 1380-1397
Persistent link: https://www.econbiz.de/10011757559
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Statistical analysis of a telephone call center : a queueing-science perspective
Brown, Lawrence; Gans, Noah; Mandelbaum, Avishai; … - 2003 - [Elektronische Ressource]
Persistent link: https://www.econbiz.de/10001754522
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Statistical analysis of a telephone call center : a queueing-science perspective
Brown, Lawrence; Gans, Noah; Mandelbaum, Avishai; … - 2004 - [Elektronische Ressource]
Persistent link: https://www.econbiz.de/10002444709