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A semiparametric Bayesian model for queueing arrival processes : an application to call centers
Kuzu, Kaan; Soyer, Refik; Tarimcilar, Murat T. - In: Production and operations management : the flagship … 32 (2023) 10, pp. 3266-3285
Persistent link: https://www.econbiz.de/10014430727
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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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Warteschlangensysteme mit ungeduldigen Kunden und Wiederholern
Herzog, Alexander - 2008 - 1. Aufl.
Persistent link: https://www.econbiz.de/10003792852
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Responding to unexpected overloads in large-scale service systems
Perry, Ohad; Whitt, Ward - In: Management science : journal of the Institute for … 55 (2009) 8, pp. 1353-1367
Persistent link: https://www.econbiz.de/10003885438
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Analysis of two-level support systems with time-dependent overflow : a banking application
Barth, Wolfgang (contributor); Manitz, Michael (contributor) - 2008
In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...
Persistent link: https://www.econbiz.de/10003711677
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On the scheduling of operations in a chat contact center
Legros, Benjamin; Jouini, Oualid - In: European journal of operational research : EJOR 274 (2019) 1, pp. 303-316
Persistent link: https://www.econbiz.de/10011990069
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Call centers with a postponed callback offer
Legros, Benjamin; Ding, Sihan; Mei, R. D. van der; … - In: OR spectrum : quantitative approaches in management 39 (2017) 4, pp. 1097-1125
Persistent link: https://www.econbiz.de/10011777097
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Modelling and workload reallocation of call centres with multi-type customers
Li, Na; Yu, Xin; Matta, Andrea - In: International journal of production research 55 (2017) 19/20, pp. 5664-5680
Persistent link: https://www.econbiz.de/10011724189
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Resource allocation and routing in parallel multi-server queues with abandonments for cloud profit maximization
Niño-Mora, José - In: Computers & operations research : and their … 103 (2019), pp. 221-236
Persistent link: https://www.econbiz.de/10011991134
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Waiting time based routing policies to parallel queues with percentiles objectives
Legros, Benjamin - In: Operations research letters 46 (2018) 3, pp. 356-361
Persistent link: https://www.econbiz.de/10011873648