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Optimizing daily agent scheduling in a multiskill call center
Avramidis, Athanassios N.; Chan, Wyean; Gendreau, Michel; … - In: European journal of operational research : EJOR 200 (2009/10) 3, pp. 822-832
Persistent link: https://www.econbiz.de/10003892385
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Online scheduling policies for multiclass call centers with impatient customers
Jouini, Oualid; Pot, Auke; Koole, Ger M.; Dallery, Yves - In: European journal of operational research : EJOR 207 (2010) 1, pp. 258-268
Persistent link: https://www.econbiz.de/10003997229
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A stochastic programming model for scheduling call centers with global Service Level Agreements
Robbins, Thomas R.; Harrison, Terry P. - In: European journal of operational research : EJOR 207 (2010) 3, pp. 1608-1619
Persistent link: https://www.econbiz.de/10008702094
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Call centres and incapacity benefit claimants in the North West of England : a study from the greater Manchester Area
Cabras, Ignazio - In: Economic and industrial democracy : EID ; an … 29 (2008) 2, pp. 249-273
Persistent link: https://www.econbiz.de/10003706937
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Competition and market segmentation of the call center service supply chain
Xia, Yu; Chen, Bintong; Jayaraman, Vaidyanathan; … - In: European journal of operational research : EJOR 247 (2015) 2, pp. 504-514
Persistent link: https://www.econbiz.de/10011374481
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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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High commitment management practices re-examined : the case of Indian call centres
D’Cruz, Premilla; Noronha, Ernesto - In: Economic and industrial democracy : EID ; an … 33 (2012) 2, pp. 185-205
Persistent link: https://www.econbiz.de/10009620382
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Call center service process analysis : Bayesian parametric and semi-parametric mixture modeling
Aktekin, Tevfik - In: European journal of operational research : EJOR 234 (2014) 3, pp. 709-719
Persistent link: https://www.econbiz.de/10010360428
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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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Special issue on: Call centre jobs and regions in the new economy
Otter, Casten von (contributor) - 2001
Persistent link: https://www.econbiz.de/10001556196