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Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
Dudin, Aleksandr; Kim, Chesoong; Dudina, Olga; Dudin, Sergey - In: Analytical and stochastic modelling techniques, (pp. 401-428). 2016
Persistent link: https://www.econbiz.de/10011484384
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Rate-based daily arrival process models with application to call centers
Oreshkin, Boris N.; Réegnard, Nazim; L'Ecuyer, Pierre - In: Operations research 64 (2016) 2, pp. 510-527
Persistent link: https://www.econbiz.de/10011485622
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Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
Ibrahim, Rouba; L'Ecuyer, Pierre; Shen, Haipeng; … - In: European journal of operational research : EJOR 250 (2016) 2, pp. 480-492
Persistent link: https://www.econbiz.de/10011441678
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Flexibility structure and capacity design with human resource considerations
Akşin, Zeynep; Çakan, Nesrin; Karaesmen, Fikri; … - In: Production and operations management : an international … 24 (2015) 7, pp. 1086-1100
Persistent link: https://www.econbiz.de/10011309926
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On the estimation of the true demand in call centers with redials and reconnects
Ding, Sihan; Koole, Ger M.; Mei, R. D. van der - In: European journal of operational research : EJOR 246 (2015) 1, pp. 250-262
Persistent link: https://www.econbiz.de/10011341649
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On the scheduling of operations in a chat contact center
Legros, Benjamin; Jouini, Oualid - In: European journal of operational research : EJOR 274 (2019) 1, pp. 303-316
Persistent link: https://www.econbiz.de/10011990069
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Staffing call centers under arrival-rate uncertainty with Bayesian updates
Zan, Jing; Hasenbein, John J.; Morton, David P.; … - In: Operations research letters 46 (2018) 4, pp. 379-384
Persistent link: https://www.econbiz.de/10011916153
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Customer acquisition, retention, and service access quality : optimal advertising, capacity level, and capacity allocation
Afèche, Philipp; Araghi, Mojtaba; Baron, Opher - In: Manufacturing & service operations management : M & SOM 19 (2017) 4, pp. 674-691
Persistent link: https://www.econbiz.de/10011770629
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Call centers with a postponed callback offer
Legros, Benjamin; Ding, Sihan; Mei, R. D. van der; … - In: OR spectrum : quantitative approaches in management 39 (2017) 4, pp. 1097-1125
Persistent link: https://www.econbiz.de/10011777097
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Does the past predict the future? : the case of delay announcements in service systems
Ibrahim, Rouba; Armony, Mor; Bassamboo, Achal - In: Management science : journal of the Institute for … 63 (2017) 6, pp. 1762-1780
Persistent link: https://www.econbiz.de/10011707236