Similar Search Results

Performance indicators for call centers with impatient customers

Jouini, Oualid; Koole, Ger; Roubos, Alex - In: IIE transactions / Institute of Industrial Engineers, … 45 (2013) 3, pp. 341-354

Persistent link: https://www.econbiz.de/10010058946

On multiple priority multi-server queues with impatience

Jouini, Oualid; Roubos, Alex - In: Journal of the Operational Research Society : OR 65 (2014) 5, pp. 616-632

Persistent link: https://www.econbiz.de/10010362548

Call centers with hyperexponential patience modeling

Roubos, Alex; Jouini, Oualid - In: International journal of production economics 141 (2013) 1, pp. 307-315

Persistent link: https://www.econbiz.de/10009685649

Call centers with hyperexponential patience modeling

Roubos, Alex; Jouini, Oualid - In: International journal of production economics 141 (2013) 1, pp. 307-315

Persistent link: https://www.econbiz.de/10010054494

Call centers with hyperexponential patience modeling

Roubos, Alex; Jouini, Oualid - In: International Journal of Production Economics 141 (2013) 1, pp. 307-315

An important feature in call center modeling is the presence of impatient customers. In this paper we show, using real data, that we can realistically model the patience distribution by the hyperexponential distribution. Since the hyperexponential distribution is a mixture of exponential...

Persistent link: https://www.econbiz.de/10010594385

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

Staffing a call center with uncertain non-stationary arrival rate and flexibility

Liao, Shuangqing; Koole, Ger M.; Van Delft, Christian; … - In: OR spectrum : quantitative approaches in management 34 (2012) 3, pp. 691-721

Persistent link: https://www.econbiz.de/10009559848

Should we wait before outsourcing? : analysis of a revenue-generating blended contact center

Legros, Benjamin; Jouini, Oualid; Koole, Ger M. - In: Manufacturing & service operations management : M & SOM 23 (2021) 5, pp. 1118-1138

Persistent link: https://www.econbiz.de/10012653961

Front-office multitasking between service encounters and back-office tasks

Legros, Benjamin; Jouini, Oualid; Akşin, Zeynep; … - In: European journal of operational research : EJOR 287 (2020) 3, pp. 946-963

Persistent link: https://www.econbiz.de/10012293987

A uniformization approach for the dynamic control of queueing systems with abandonments

Legros, Benjamin; Jouini, Oualid; Koole, Ger M. - In: Operations research 66 (2018) 1, pp. 200-209

Persistent link: https://www.econbiz.de/10011818618