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An information stock model of customer behavior in multichannel customer support services
Jerath, Kinshuk; Kumar, Anuj; Netessine, Serguei - In: Manufacturing & service operations management : M & SOM 17 (2015) 3, pp. 368-383
Persistent link: https://www.econbiz.de/10011307925
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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
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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
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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
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Dynamic call center routing policies using call waiting and agent idle times
Chan, Wyean; Koole, Ger M.; L'Ecuyer, Pierre - In: Manufacturing & service operations management : M & SOM 16 (2014) 4, pp. 544-560
Persistent link: https://www.econbiz.de/10010526446
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Forecasting call center arrivals : fixed-effects, mixed-effects, and bivariate models
Ibrahim, Rouba; L'Ecuyer, Pierre - In: Manufacturing & service operations management : M & SOM 15 (2013) 1, pp. 72-85
Persistent link: https://www.econbiz.de/10009750978
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Threshold routing to trade off waiting and call resolution in call centers
Zhan, Dongyuan; Ward, Amy R. - In: Manufacturing & service operations management : M & SOM 16 (2014) 2, pp. 220-237
Persistent link: https://www.econbiz.de/10010367159
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Are call center and hospital arrivals well modeled by nonhomogeneous poisson processes?
Kim, Song-hee; Whitt, Ward - In: Manufacturing & service operations management : M & SOM 16 (2014) 3, pp. 464-480
Persistent link: https://www.econbiz.de/10010402111
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Routing to manage resolution and waiting time in call centers with heterogeneous servers
Mehrotra, Vijay; Ross, Kevin L.; Ryder, Geoff; Zhou, … - In: Manufacturing & service operations management : M & SOM 14 (2012) 1, pp. 66-81
Persistent link: https://www.econbiz.de/10009512330
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Call centers with delay information : models and insights
Jouini, Oualid; Akşin, Zeynep; Dallery, Yves - In: Manufacturing & service operations management : M & SOM 13 (2011) 4, pp. 534-548
Persistent link: https://www.econbiz.de/10009388119