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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

Personalized priority policies in call centers using past customer interaction information

Hathaway, Brett Alan; Emadi, Seyed Morteza; Deshpande, … - In: Management science : journal of the Institute for … 68 (2022) 4, pp. 2806-2823

Persistent link: https://www.econbiz.de/10013368311

Dynamized routing policies for minimizing expected waiting time in a multi-class multi-server system

Nourbakhsh, Vahid; Turner, John - In: Computers & operations research : and their … 137 (2022), pp. 1-12

Persistent link: https://www.econbiz.de/10013197619

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

Forecasting time-varying arrivals : impact of direct response advertising on call center performance

Kiygi-Calli, Meltem; Weverbergh, Marcel; Franses, … - In: Journal of business research : JBR 131 (2021), pp. 227-240

Persistent link: https://www.econbiz.de/10012544961

An invitation control policy for proactive service systems : balancing efficiency, value, and service level

Yom-Tov, Galit B.; Yedidsion, Liron; Xie, Yueming - In: Manufacturing & service operations management : M & SOM 23 (2021) 5, pp. 1077-1095

Persistent link: https://www.econbiz.de/10012653949

Staffing, routing, and payment to trade off speed and quality in large service systems

Zhan, Dongyuan; Ward, Amy R. - In: Operations research 67 (2019) 6, pp. 1738-1751

Persistent link: https://www.econbiz.de/10012146927

Cross-trained fire-medics respond to medical calls and fire incidents : a fast algorithm for a three-state spatial queuing problem

Hua, Cheng; Swersey, Arthur J. - In: Manufacturing & service operations management : M & SOM 24 (2022) 6, pp. 3177-3192

Persistent link: https://www.econbiz.de/10014299361

Queues with redundancy : is waiting in multiple lines fair?

Nageswaran, Leela; Scheller-Wolf, Alan - In: Manufacturing & service operations management : M & SOM 24 (2022) 4, pp. 1959-1976

Persistent link: https://www.econbiz.de/10013373432

Energy-aware and delay-sensitive management of a drone delivery system

Liu, Weiliang; Sun, Xu - In: Manufacturing & service operations management : M & SOM 24 (2022) 3, pp. 1294-1310

Persistent link: https://www.econbiz.de/10013270734