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Performance analysis of an inbound call center with skills-based routing : a priority queueing system with two classes of impatient customers and heterogeneous agents

Stolletz, Raik; Helber, Stefan - In: OR spectrum : quantitative approaches in management 26 (2004) 3, pp. 331-352

Persistent link: https://www.econbiz.de/10002094550

Performance analysis of M-designed inbound call centers

Stolletz, Raik - In: Operations research proceedings 2003 : selected papers …, (pp. 9-16). 2004

Persistent link: https://www.econbiz.de/10002071738

Performance analysis and optimization of inbound call centers

Stolletz, Raik - 2003

Persistent link: https://www.econbiz.de/10001751596

Three essays on optimization models in manufacturing and service industries

Münster, Annika - 2018

Persistent link: https://www.econbiz.de/10011957587

Task assignment with start time-dependent processing times for personnel at check-in counters

Zamorano de Acha, Emilio; Becker, Annika; Stolletz, Raik - In: Journal of scheduling 21 (2018) 1, pp. 93-109

Persistent link: https://www.econbiz.de/10011818174

Analysis of two-level support systems with time-dependent overflow : a banking application

Barth, Wolfgang (contributor); Manitz, Michael (contributor) - 2008

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

Persistent link: https://www.econbiz.de/10003711677

The impact of a waiting-time threshold in overflow systems with impatient customers

Stolletz, Raik; Manitz, Michael - In: Omega : the international journal of management science 41 (2013) 2, pp. 280-286

Persistent link: https://www.econbiz.de/10009682182

Erfolgsorientierte Agentenallokation in inbound Call-Centern

Helber, Stefan; Stolletz, Raik; Bothe, Sophie - In: Schmalenbachs Zeitschrift für betriebswirtschaftliche … 57 (2005) 1, pp. 3-32

Persistent link: https://www.econbiz.de/10002573616

Grundlagen und Probleme der Personalbedarfsermittlung in Inbound-Call Centern

Helber, Stefan; Stolletz, Raik - In: Produktion von Dienstleistungen, (pp. 67-88). 2004

Persistent link: https://www.econbiz.de/10002034747

Call Center Management in der Praxis : Strukturen und Prozesse betriebswirtschaftlich optimieren : mit 57 Tabellen

Helber, Stefan; Stolletz, Raik - 2004

Persistent link: https://www.econbiz.de/10001736636