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Service engineering in action: the Palm/Erlang-A queue, with applications to call centers

Mandelbaum, Avishai; Zeltyn, Sergey - In: Advances in services innovations, (pp. 17-45). 2007

Persistent link: https://www.econbiz.de/10003387944

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

Call-routing schemes for call-center outsourcing

Gans, Noah; Zhou, Yong-Pin - In: Manufacturing & service operations management : M & SOM 9 (2007) 1, pp. 33-50

Persistent link: https://www.econbiz.de/10003438317

Real-time delay estimation based on delay history

Ibrahim, Rouba; Whitt, Ward - In: Manufacturing & service operations management : M & SOM 11 (2009) 3, pp. 397-415

Persistent link: https://www.econbiz.de/10003882854

Responding to unexpected overloads in large-scale service systems

Perry, Ohad; Whitt, Ward - In: Management science : journal of the Institute for … 55 (2009) 8, pp. 1353-1367

Persistent link: https://www.econbiz.de/10003885438

Optimale Echtzeit-Personaleinsatzplanung für Inbound Call Center durch Approximation von Warteschlangenkennzahlen mit künstlichen neuronalen Netzen

2008

Persistent link: https://www.econbiz.de/10003733141

Call-center labor cross-training : itś a small world after all

Iravani, Seyed M. R.; Kolfal, Bora; Van Oyen, Mark P. - In: Management science : journal of the Institute for … 53 (2007) 7, pp. 1102-1112

Persistent link: https://www.econbiz.de/10003519320

On priority queues with impatient customers

Iravani, Foad; Balcıog̃lu, Barış - In: Queueing systems : theory and applications ; affiliated … 58 (2008) 4, pp. 239-260

Persistent link: https://www.econbiz.de/10003734671

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

Single server queueing models

Hopp, Wallace J. - In: Building intuition : insights from basic operations …, (pp. 51-79). 2008

Persistent link: https://www.econbiz.de/10003746457