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Erlang-R : a time-varying queu...
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Callcenter
Warteschlangentheorie
19
Queueing theory
18
Call centre
8
queues
4
Customer satisfaction
3
Dienstleistungsqualität
3
Hospital
3
Krankenhaus
3
Kundenzufriedenheit
3
Service quality
3
Statistical method
3
Statistische Methode
3
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3
Stochastischer Prozess
3
call centers
3
staffing
3
Abandonment
2
Ankündigungseffekt
2
Announcement effect
2
Consumer behaviour
2
Dienstleistungsinnovation
2
Emergency department
2
Emotion
2
Gesundheitsversorgung
2
Gesundheitswesen
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Halfin-Whitt regime
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Health care system
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Konsumentenverhalten
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Notaufnahme
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Theorie
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Theory
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Tourenplanung
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Vehicle routing problem
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capacity planning
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heavy traffic
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nonstationary queues
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queues with time-dependent arrival rates
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Mandelbaum, Avishai
7
Gans, Noah
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Sakov, Anat
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Shen, Haipeng
3
Brown, Lawrence
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Huang, Junfei
2
Zeltyn, Sergey
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Altman, Daniel
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Ashtar, Shelly
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Brown, Lawrence A.
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Gurvich, Itai
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Olivares, Marcelo
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Yom-Tov, Galit B.
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ECONIS (ZBW)
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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
Saved in:
2
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
Saved in:
3
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
Saved in:
4
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
Saved in:
5
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
Saved in:
6
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
Saved in:
7
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
Saved in:
8
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
Saved in:
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