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Simple methods for shift scheduling in multiskill call centers
Bhulai, Sandjai; Koole, Ger M.; Pot, Auke - In: Manufacturing & service operations management : M & SOM 10 (2008) 3, pp. 411-420
Persistent link: https://www.econbiz.de/10003747824
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A simple staffing method for multiskill call centers
Pot, Auke; Bhulai, Sandjai; Koole, Ger M. - In: Manufacturing & service operations management : M & SOM 10 (2008) 3, pp. 421-428
Persistent link: https://www.econbiz.de/10003747828
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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
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Online scheduling policies for multiclass call centers with impatient customers
Jouini, Oualid; Pot, Auke; Koole, Ger M.; Dallery, Yves - In: European journal of operational research : EJOR 207 (2010) 1, pp. 258-268
Persistent link: https://www.econbiz.de/10003997229
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A note on profit maximization and monotonicity for inbound call centers
Koole, Ger M.; Pot, Auke - In: Operations research 59 (2011) 5, pp. 1304-1308
Persistent link: https://www.econbiz.de/10010217996
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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
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Service-level variability of inbound call centers
Roubos, Alex; Koole, Ger M.; Stolletz, Raik - In: Manufacturing & service operations management : M & SOM 14 (2012) 3, pp. 402-413
Persistent link: https://www.econbiz.de/10009575887
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Dynamic call center routing policies using call waiting and agent idle times
Chan, Wyean; Koole, Ger M.; L'Ecuyer, Pierre - In: Manufacturing & service operations management : M & SOM 16 (2014) 4, pp. 544-560
Persistent link: https://www.econbiz.de/10010526446
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On the estimation of the true demand in call centers with redials and reconnects
Ding, Sihan; Koole, Ger M.; Mei, R. D. van der - In: European journal of operational research : EJOR 246 (2015) 1, pp. 250-262
Persistent link: https://www.econbiz.de/10011341649
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Should we wait before outsourcing? : analysis of a revenue-generating blended contact center
Legros, Benjamin; Jouini, Oualid; Koole, Ger M. - In: Manufacturing & service operations management : M & SOM 23 (2021) 5, pp. 1118-1138
Persistent link: https://www.econbiz.de/10012653961