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Optimal hiring and retention policies for heterogeneous workers who learn
Arlotto, Alessandro; Chick, Stephen E.; Gans, Noah - In: Management science : journal of the Institute for … 60 (2014) 1, pp. 110-129
Persistent link: https://www.econbiz.de/10010345163
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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
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Service interruptions in large-scale service systems
Pang, Guodong; Whitt, Ward - In: Management science : journal of the Institute for … 55 (2009) 9, pp. 1499-1512
Persistent link: https://www.econbiz.de/10003894206
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Staffing call centers with uncertain demand forecasts : a chance-constrained optimization approach
Gurvich, Itai; Luedtke, James; Tezcan, Tolga - In: Management science : journal of the Institute for … 56 (2010) 7, pp. 1093-1115
Persistent link: https://www.econbiz.de/10003996519
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Call center outsourcing contracts under information asymmetry
Hasija, Sameer; Pinker, Edieal J.; Shumsky, Robert A. - In: Management science : journal of the Institute for … 54 (2008) 4, pp. 793-807
Persistent link: https://www.econbiz.de/10003701572
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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
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Density forecasting of intraday call center arrivals using models based on exponential smoothing
Taylor, James W. - In: Management science : journal of the Institute for … 58 (2012) 3, pp. 534-549
Persistent link: https://www.econbiz.de/10009525268
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Design and analysis of diagnostic service centers
Wang, Xiaofang; Debo, Laurens G.; Scheller-Wolf, Alan; … - In: Management science : journal of the Institute for … 56 (2010) 11, pp. 1873-1890
Persistent link: https://www.econbiz.de/10008748164
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Outsourcing a two-level service process
Lee, Hsiao-hui; Pinker, Edieal J.; Shumsky, Robert A. - In: Management science : journal of the Institute for … 58 (2012) 8, pp. 1569-1584
Persistent link: https://www.econbiz.de/10009613876
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A logarithmic safety staffing rule for contact centers with call blending
Pang, Guodong; Perry, Ohad - In: Management science : journal of the Institute for … 61 (2015) 1, pp. 73-91
Persistent link: https://www.econbiz.de/10010496074