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Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials

Helber, Stefan (contributor); Henken, Kirsten (contributor) - 2007

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

Persistent link: https://www.econbiz.de/10003575481

Cash-flow oriented lot sizing in MRP II systems

Helber, Stefan - In: Beyond manufacturing resource planning (MRP II) : …, (pp. 147-183). 1998

Persistent link: https://www.econbiz.de/10001303158

Performance analysis of flow lines with non-linear flow of material

Helber, Stefan - 1999

Persistent link: https://www.econbiz.de/10001379220

Kapazitätsorientierte Losgrößenplanung in PPS-Systemen

Helber, Stefan - 1994

Persistent link: https://www.econbiz.de/10000886012

Analysis of flow lines with cox-2-distributed processing times and limited buffer capacity

Helber, Stefan - In: OR spectrum : quantitative approaches in management 27 (2005) 2/3, pp. 221-242

Persistent link: https://www.econbiz.de/10002856210

Kapitalwertorientierte Pufferallokation in stochastischen Fließproduktionssystemen

Helber, Stefan - In: Schmalenbachs Zeitschrift für betriebswirtschaftliche … 52 (2000) 3, pp. 211-233

Persistent link: https://www.econbiz.de/10001471629

Analysis of flow lines with Cox-2-distributed processing times and limited buffer capacity

Helber, Stefan - In: Stochastic modeling of manufacturing systems : advances …, (pp. 55-76). 2006

Persistent link: https://www.econbiz.de/10003375598

Planung von Produktionsinseln

Helber, Stefan; Kuhn, Heinrich - In: Wirtschaftswissenschaftliches Studium : WiSt ; … 32 (2003) 2, pp. 76-82

Persistent link: https://www.econbiz.de/10001729538

Grundlagen und Probleme der Personalbedarfsermittlung in Inbound-Call Centern

Helber, Stefan; Stolletz, Raik - In: Produktion von Dienstleistungen, (pp. 67-88). 2004

Persistent link: https://www.econbiz.de/10002034747

Produktionssegmentierung unter Beachtung stochastisch-dynamischer Einflussgrößen

Kuhn, Heinrich; Helber, Stefan - In: Wirtschaftswissenschaftliches Studium : WiSt ; … 33 (2004) 8, pp. 463-469

Persistent link: https://www.econbiz.de/10002154810