"The study of the future consequence of sociological developments for firms requires knowledge of how firms are currently dealing with the age structures of their workforce. As a rule not just individual groups (e.g. only older workers ) are being observed today, but rather combinations of all...

Maximizing potential revenue and profitability performance continues to be a key objective for Direct Checks as the company’s core product - personal checks - moves through the decline stage of the product life cycle; and, the department with the most potential to positively impact the...

This thesis presents an analysis of the benefits of cross-training between the claims division and calls division in a large health insurance call center by building a discrete-event simulation model of the call center. The simulation model was built in Rockwell Software's Arena v. 7.0 using a...

We consider M/M/c/K (K ≥ c ≥ 1) retrial queues with two types of nonpersistent customers, which are motivated from modeling of service systems such as call centers. Arriving customers that see the system fully occupied either join the orbit or abandon receiving service forever. After an...

Financial constraint is a great challenge for many firms (especially start-up, small- and medium-sized ones) in reality. This paper investigates the methods for coordinating the call center outsourcing supply chain with financial constraint. Based on an outsourcing supply chain that is composed...

Статья посвящена проблемам по улучшению логистического управления в сфере доставки изделий (блюд) на дом на основе потребительской оценки. Отмечается...

Рассмотрена двухфазная модель с неограниченными очередями на каждой фазе, предназначенная для расчета и оптимизации телефонных речевых порталов...

In this paper we study a challenging call center operation problem. The goal of our analysis is to identify an optimal policy for allocating tasks to agents. As a first step, we discuss promising randomized policies and use stochastic approximation for finding the optimal randomized policy when...

Die sich ständig verändernden Märkte und Marktgegebenheiten, Innovationen im Bereich der Informations- und Kommunikationstechnologie sowie die Erneuerung des allgemeinen Wertesystems in Verbindung mit einem weiter steigenden Wettbewerbsdruck auf die Unternehmen führen unmittelbar dazu, dass...