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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

Stochastic monotonicity of the queue lenghts in closed queueing networks

Shanthikumar, J. George; Yao, David D. - In: Operations research 35 (1987) 4, pp. 583-588

Persistent link: https://www.econbiz.de/10003679659

Heavy-traffic limits of queueing networks with polling stations : Brownian motion in a wedge

Jennings, Otis B. - In: Mathematics of operations research 33 (2008) 1, pp. 12-35

Persistent link: https://www.econbiz.de/10003687580

Tandem Brownian queues

Lieshout, P.; Mandjes, M. - In: Mathematical methods of operations research 66 (2007) 2, pp. 275-298

Persistent link: https://www.econbiz.de/10003564138

Priority pricing when demand is stochastic

De Vany, Arthur; Saving, Thomas R. - In: Institutions in perspective : Festschrift in honor of …, (pp. 139-153). 2006

Persistent link: https://www.econbiz.de/10003395296

Stochastic hybrid simulation : with applications to wired and wireless queueing networks

Lauwens, Ben - In: 4OR : a quarterly journal of operations research 9 (2011) 1, pp. 107-110

Persistent link: https://www.econbiz.de/10008992024

A two-phase quorum queueing system with Bernoulli vacation schedule, setup, and N-policy for an unreliable server with delaying repair

Tadj, Lotfi; Choudhury, Gautam; Rekab, Kamel - In: International journal of services and operations management 12 (2012) 2, pp. 139-164

Persistent link: https://www.econbiz.de/10009570280

A catastrophic-cum-restorative queuing problem with correlated input and impatient customers

Kumar, Rakesh - In: International journal of agile systems and management : … 5 (2012) 2, pp. 122-131

Persistent link: https://www.econbiz.de/10009570710

Stationary distribution of a multi-server vacation queue with constant impatient times

Sakuma, Yutaka; Inoie, Atsushi - In: Operations research letters 40 (2012) 4, pp. 239-243

Persistent link: https://www.econbiz.de/10009558953

Optimal stack layout in a sea container terminal with automated lifting vehicles

Roy, Debjit; Gupta, Akash; Parhi, Sampanna; Koster, René de - 2014

Persistent link: https://www.econbiz.de/10010514780