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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
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Staffing, routing, and payment to trade off speed and quality in large service systems
Zhan, Dongyuan; Ward, Amy R. - In: Operations research 67 (2019) 6, pp. 1738-1751
Persistent link: https://www.econbiz.de/10012146927
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Routing and staffing when servers are strategic
Gopalakrishnan, Ragavendran; Doroudi, Sherwin; Ward, Amy R. - In: Operations research 64 (2016) 4, pp. 1033-1050
Persistent link: https://www.econbiz.de/10011538594
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Threshold routing to trade off waiting and call resolution in call centers
Zhan, Dongyuan; Ward, Amy R. - In: Manufacturing & service operations management : M & SOM 16 (2014) 2, pp. 220-237
Persistent link: https://www.econbiz.de/10010367159