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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

Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials

Helber, Stefan; Henken, Kirsten - 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/10010264932

Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials

Helber, Stefan (contributor); Henken, Kirsten (contributor) - 2007

Persistent link: https://www.econbiz.de/10003575481