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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 of M-designed inbound call centers
Stolletz, Raik - In: Operations research proceedings 2003 : selected papers …, (pp. 9-16). 2004
Persistent link: https://www.econbiz.de/10002071738
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Approximation and analysis of a call center with flexible and specialized servers
Shumsky, Robert A. - In: OR spectrum : quantitative approaches in management 26 (2004) 3, pp. 307-330
Persistent link: https://www.econbiz.de/10002094540
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Performance analysis of an inbound call center with skills-based routing : a priority queueing system with two classes of impatient customers and heterogeneous agents
Stolletz, Raik; Helber, Stefan - In: OR spectrum : quantitative approaches in management 26 (2004) 3, pp. 331-352
Persistent link: https://www.econbiz.de/10002094550
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The impact of retrials on call center performance
Aguir, Salah; Karaesmen, Fikri; Akşin, O. Zeynep; … - In: OR spectrum : quantitative approaches in management 26 (2004) 3, pp. 353-376
Persistent link: https://www.econbiz.de/10002094565
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The impact of customers' patience on delay and abandonment : some empirically-driven experiments with the M/M/n+G queue
Mandelbaum, Avi; Zeltyn, Sergey - In: OR spectrum : quantitative approaches in management 26 (2004) 3, pp. 377-411
Persistent link: https://www.econbiz.de/10002094576
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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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Emergency service systems : the use of the hypercube queueing model in the solution of probabilistic location problems
Galvão, Roberto D.; Morabito, Reinaldo - In: International transactions in operational research : … 15 (2008) 5, pp. 525-549
Persistent link: https://www.econbiz.de/10003764563
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A mathematical model for evaluating cross-sales policies in telephone service centers
Byers, Reynold E.; So, Kut C. - In: Manufacturing & service operations management : M & SOM 9 (2007) 1, pp. 1-8
Persistent link: https://www.econbiz.de/10003438311
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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