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Call center delay announcement using a newsvendor-like performance criterion
Jouini, Oualid; Akşin, Zeynep; Karaesmen, Fikri; … - In: Production and operations management : an international … 24 (2015) 4, pp. 587-604
Persistent link: https://www.econbiz.de/10011282790
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Flexibility structure and capacity design with human resource considerations
Akşin, Zeynep; Çakan, Nesrin; Karaesmen, Fikri; … - In: Production and operations management : an international … 24 (2015) 7, pp. 1086-1100
Persistent link: https://www.econbiz.de/10011309926
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Queueing models for full-flexible multi-class call centers with real-time anticipated delays
Jouini, Oualid; Dallery, Yves; Akşin, Zeynep - In: International journal of production economics 120 (2009) 2, pp. 389-399
Persistent link: https://www.econbiz.de/10003888406
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Revenue management through dynamic cross selling in call centers
Örmeci, E. Lerzan; Akşin, O. Zeynep - In: Production and operations management : an international … 19 (2010) 6, pp. 742-756
Persistent link: https://www.econbiz.de/10008796702
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Modeling customer reactions to sales attempts : if cross-selling backfires
Güneş, Evrim D.; Akşin, O. Zeynep; Örmeci, E. Lerzan; … - In: Journal of service research : JSR 13 (2010) 2, pp. 168-183
Persistent link: https://www.econbiz.de/10003982846
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Peakedness-based staffing for call center outsourcing
Van den Schrieck, Jean-Christophe; Akşin, Zeynep; … - In: Production and operations management : an international … 23 (2014) 3, pp. 504-524
Persistent link: https://www.econbiz.de/10010355678
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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
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Capacity sizing in the presence of a common shared resource : staffing an inbound call center
Akşin, O. Zeynep; Harker, Patrick T. - 2000 - Rev. version of 98/79/TM
Persistent link: https://www.econbiz.de/10001634664
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Structural estimation of callers' delay sensitivity in call centers
Akşin, Zeynep; Ata, Barış; Emadi, Seyed Morteza; Su, … - In: Management science : journal of the Institute for … 59 (2013) 12, pp. 2727-2746
Persistent link: https://www.econbiz.de/10010234717
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Impact of delay announcements in call centers : an empirical approach
Akşin, Zeynep; Ata, Baris; Emadi, Seyed Morteza; Su, … - In: Operations research 65 (2017) 1, pp. 242-265
Persistent link: https://www.econbiz.de/10011649054