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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

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

Online scheduling policies for multiclass call centers with impatient customers

Jouini, Oualid; Pot, Auke; Koole, Ger; Dallery, Yves - In: European Journal of Operational Research 207 (2010) 1, pp. 258-268

We consider a call center with two classes of impatient customers: premium and regular classes. Modeling our call center as a multiclass GI/GI/s+M queue, we focus on developing scheduling policies that satisfy a target ratio constraint on the abandonment probabilities of premium customers to...

Persistent link: https://www.econbiz.de/10008865062

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

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

Liao, Shuangqing; Koole, Ger; Delft, Christian; Jouini, … - In: OR spectrum : quantitative approaches in management 34 (2012) 3, pp. 691-722

Persistent link: https://www.econbiz.de/10009983939

Online scheduling policies for multiclass call centers with impatient customers

Jouini, Oualid; Pot, Auke; Koole, Ger; Dallery, Yves - In: European journal of operational research : EJOR 207 (2010) 1, pp. 258-269

Persistent link: https://www.econbiz.de/10008433258