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Optimally scheduling heterogeneous impatient customers
Bassamboo, Achal; Randhawa, Ramandeep; Wu, Chenguang - In: Manufacturing & service operations management : M & SOM 25 (2023) 3, pp. 1066-1080
Persistent link: https://www.econbiz.de/10014302836
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Routing analyses for call centers with human and automated services
Legros, Benjamin - In: International journal of production economics 240 (2021), pp. 1-15
Persistent link: https://www.econbiz.de/10012629933
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Performance analysis and optimization of inbound call centers
Stolletz, Raik - 2003
Persistent link: https://www.econbiz.de/10001751596
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Performance Analysis and Optimization of Inbound Call Centers
Stolletz, Raik - 2003
The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision...
Persistent link: https://www.econbiz.de/10013518999
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Intelligent procedures for intra-day updating of call center agent schedules
Mehrotra, Vijay; Ozlük, Ozgür; Saltzman, Robert - In: Production and operations management : an international … 19 (2010) 3, pp. 353-367
Persistent link: https://www.econbiz.de/10003981446
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Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Helber, Stefan; Henken, Kirsten - In: OR spectrum : quantitative approaches in management 32 (2010) 1, pp. 109-134
Persistent link: https://www.econbiz.de/10003935919
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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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Staff rostering in call centers providing employee transportation
Örmeci, E. Lerzan; Salman, F. Sibel; Yücel, Eda - In: Omega : the international journal of management science 43 (2014), pp. 41-53
Persistent link: https://www.econbiz.de/10010238217
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A stochastic programming model for scheduling call centers with global Service Level Agreements
Robbins, Thomas R.; Harrison, Terry P. - In: European journal of operational research : EJOR 207 (2010) 3, pp. 1608-1619
Persistent link: https://www.econbiz.de/10008702094
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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