Narrow search
Showing 1 - 10 of 82
Cover Image
Staffing call centers with uncertain demand forecasts : a chance-constrained optimization approach
Gurvich, Itai; Luedtke, James; Tezcan, Tolga - In: Management science : journal of the Institute for … 56 (2010) 7, pp. 1093-1115
Persistent link: https://www.econbiz.de/10003996519
Cover Image
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
Cover Image
Staffing call centers with uncertain arrival rates and co-sourcing
Levent Koçağa, Yaşar; Armony, Mor; Ward, Amy R. - In: Production and operations management : an international … 24 (2015) 7, pp. 1101-1117
Persistent link: https://www.econbiz.de/10011309925
Cover Image
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
Cover Image
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
Cover Image
Performance analysis and optimization of inbound call centers
Stolletz, Raik - 2003
Persistent link: https://www.econbiz.de/10001751596
Cover Image
The hybrid queuing and bi-objective integer programming model for scheduling frontline employees in a retail organisation
Melachrinoudis, Emanuel; Min, Ho-key - In: International journal of services technology and management 9 (2008) 1, pp. 33-50
Persistent link: https://www.econbiz.de/10003765938
Cover Image
Queuing analysis for outpatient and inpatient services : a case study
Mital, K. M. - In: Management decision : MD 48 (2010) 3, pp. 419-439
Persistent link: https://www.econbiz.de/10003976685
Cover Image
Setting staffing levels in an emergency department : opportunities and limitations of stationary queueing models
Defraeye, Mieke; Van Nieuwenhuyse, Inneke - In: Review of business and economics 56 (2011) 1, pp. 73-100
Persistent link: https://www.econbiz.de/10009155885