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Stochastic models of customer portfolio management in call centers
Jouini, Oualid; Dallery, Yves; Nait-Abdallah, Rabie - In: Operations research proceedings 2004 : selected papers …, (pp. 59-66). 2005
Persistent link: https://www.econbiz.de/10002851167
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Queueing models for full-flexible multi-class call centers with real-time anticipated delays
Jouini, Oualid; Dallery, Yves; Akşin, Zeynep - In: International journal of production economics 120 (2009) 2, pp. 389-399
Persistent link: https://www.econbiz.de/10003888406
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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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Call centers with delay information : models and insights
Jouini, Oualid; Akşin, Zeynep; Dallery, Yves - In: Manufacturing & service operations management : M & SOM 13 (2011) 4, pp. 534-548
Persistent link: https://www.econbiz.de/10009388119
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A flexible architecture for call centres with skill-based routing
Legros, Benjamin; Jouini, Oualid; Dallery, Yves - In: International journal of production economics 159 (2015), pp. 192-207
Persistent link: https://www.econbiz.de/10010479239
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Call center delay announcement using a newsvendor-like performance criterion
Jouini, Oualid; Akşin, Zeynep; Karaesmen, Fikri; … - In: Production and operations management : an international … 24 (2015) 4, pp. 587-604
Persistent link: https://www.econbiz.de/10011282790