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Performance balancing size-interval routing policies

Doncel, Josu - In: INFOR : information systems and operational research 58 (2020) 4, pp. 635-651

Persistent link: https://www.econbiz.de/10012308875

Robust Design and Control of Call Centers with Flexible Interactive Voice Response Systems

Tezcan, Tolga; Behzad, Banafsheh - In: Manufacturing & Service Operations Management 14 (2012) 3, pp. 386-401

We consider the robust design and control of call center systems with flexible interactive voice response (IVR) systems. In a typical call center equipped with an IVR system, customers are handled first by the IVR system, which is a computerized system that often enables customers to self-serve....

Persistent link: https://www.econbiz.de/10010630516

Warteschlangensysteme mit ungeduldigen Kunden und Wiederholern

Herzog, Alexander - 2008 - 1. Aufl.

Persistent link: https://www.econbiz.de/10004938673

Performance analysis and optimization of inbound call centers

Stolletz, Raik - 2003

Persistent link: https://www.econbiz.de/10001751596

Statistical analysis of a telephone call center : a queueing-science perspective

Brown, Lawrence A.; Gans, Noah; Mandelbaum, Avishai; … - In: Journal of the American Statistical Association : JASA 100 (2005) 469, pp. 36-50

Persistent link: https://www.econbiz.de/10002702139

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

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

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

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

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