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Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Helber, Stefan; Henken, Kirsten - In: OR spectrum : quantitative approaches in management 32 (2010) 1, pp. 109-134
Persistent link: https://www.econbiz.de/10003935919
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Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Helber, Stefan (contributor); Henken, Kirsten (contributor) - 2007
This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...
Persistent link: https://www.econbiz.de/10003575481
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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
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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
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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
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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