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Shift scheduling and rostering with same shift-type and weekend-off fairness constraints in call centres
Wang, Ruicheng; Xu, Yue; Wang, Xiuli - In: European journal of industrial engineering : EJIE 19 (2025) 3, pp. 340-373
Persistent link: https://www.econbiz.de/10015375742
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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 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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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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Optimizing the staffing and routing of small-size hierarchical call centers
Chevalier, Philippe B.; Van den Schrieck, Jean-Christophe - In: Production and operations management : an international … 17 (2008) 3, pp. 306-319
Persistent link: https://www.econbiz.de/10003737958
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Personaleinsatzplanung im Echtzeitbetrieb in Call Centern mit künstlichen neuronalen Netzen
Zakhariya, Halyna; Breitner, Michael H. - 2008
Persistent link: https://www.econbiz.de/10003717614
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Interday forecasting and intraday updating of call center arrivals
Shen, Haipeng; Huang, Jianhua Z. - In: Manufacturing & service operations management : M & SOM 10 (2008) 3, pp. 391-410
Persistent link: https://www.econbiz.de/10003747822
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Simple methods for shift scheduling in multiskill call centers
Bhulai, Sandjai; Koole, Ger M.; Pot, Auke - In: Manufacturing & service operations management : M & SOM 10 (2008) 3, pp. 411-420
Persistent link: https://www.econbiz.de/10003747824
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A simple staffing method for multiskill call centers
Pot, Auke; Bhulai, Sandjai; Koole, Ger M. - In: Manufacturing & service operations management : M & SOM 10 (2008) 3, pp. 421-428
Persistent link: https://www.econbiz.de/10003747828