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Discrete event simulation model performed with data analytics for a call center optimization
Serper, Nisan Güniz; Şen, Elif; Uslu, Banu Çalış - In: Istanbul business research 51 (2022) 1, pp. 189-208
Optimization models enable organizations to find the best solution and respond to the demand from an uncertain environment and stochastic process promptly and with less engineering effort. This study aims to optimize the number of seasonal agents and customer prioritization needed for a call...
Persistent link: https://www.econbiz.de/10013253138
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Practical scheduling for call center operations
Dietz, Dennis C. - In: Omega : the international journal of management science 39 (2011) 5, pp. 550-557
Persistent link: https://www.econbiz.de/10008860200
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A bicriterion call center problem through an evolved branch and bound algorithm
Prakash, Satya; Tuli, Renu; Pant, Peeyush; Singh, Leena; … - In: Opsearch : journal of the Operational Research Society … 48 (2011) 4, pp. 371-389
Persistent link: https://www.econbiz.de/10009537806
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Decision making under uncertain and dependent system rates in service systems
Ekin, Tahir; Aktekin, Tevfik - In: European journal of operational research : EJOR 291 (2021) 1, pp. 335-348
Persistent link: https://www.econbiz.de/10012495311
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Impact of motivation and workload on service time components : an empirical analysis of call center operations
Ashkanani, Ahmad M.; Dunford, Benjamin B.; Mumford, Kevin J. - In: Management science : journal of the Institute for … 68 (2022) 9, pp. 6697-6715
Persistent link: https://www.econbiz.de/10013373100
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Balancing agent retention and waiting time in service platforms
Musalem, Andrés; Olivares, Marcelo; Yung, Daniel - In: Operations research 71 (2023) 3, pp. 979-1003
Persistent link: https://www.econbiz.de/10014309138
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Comparison of policies for routing customers to parallel queueing systems
Houck, David J. - In: Operations research 35 (1987) 2, pp. 306-310
Persistent link: https://www.econbiz.de/10001045826
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Modelling of material handling systems for facility design in manufacturing environments with job-specific routing
Sukhotu, Vatcharapol; Peters, Brett A. - In: International journal of production research 50 (2012) 24, pp. 7285-7302
Persistent link: https://www.econbiz.de/10010219777
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A fluid model for one-sided bipartite matching queues with match-dependent rewards
Ding, Yichuan; McCormick, S. Thomas; Nagarajan, Mahesh - In: Operations research 69 (2021) 4, pp. 1256-1281
Persistent link: https://www.econbiz.de/10012625193
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A review on ambulance offload delay literature
Li, Mengyu; Vanberkel, Peter; Carter, Alix J. E. - In: Health care management science 22 (2019) 4, pp. 658-675
Persistent link: https://www.econbiz.de/10012125580