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To Pool or Not to Pool in Call Centers
16 references·11 citing·36 second hop
To Pool or Not to Pool in Call Centers (2008)To Pool or Not to Pool in Call CentersThe Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…A Staffing Algorithm for Call Centers with Skill-Based Routing (2005)A Staffing Algorithm for Call…Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…The power of two choices in randomized load balancing (2001)The power of two choices in r…Dynamic scheduling of a system with two parallel servers in heavy traffic with resource pooling: asymptotic optimality of a threshold policy (2001)Dynamic scheduling of a syste…Structural results for the control of queueing systems using event-based dynamic programming (1998)Structural results for the co…On Pooling in Queueing Networks (1998)On Pooling in Queueing Networ…Jackson Network Models of Manufacturing Systems (1994)Jackson Network Models of Man…An introduction to queueing theory (1993)An introduction to queueing t…Understanding the Efficiency of Multi-Server Service Systems (1992)Understanding the Efficiency …Perspectives on Queues: Combining Queues is Not Always Beneficial (1987)Perspectives on Queues: Combi…OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing (1987)OR Forum—Perspectives on Queu…Resource Sharing for Efficiency in Traffic Systems (1981)Resource Sharing for Efficien…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Heavy-Traffic Limits for Queu…Some Approximate Equilibrium Results for the Multi-Server Queue (M/G/r)* (1976)Some Approximate Equilibrium …Pooling Agents for Customer-Intensive Services (2022)Pooling Agents for Customer-I…Pooled vs. Dedicated Queues when Customers Are Delay-Sensitive (2021)Pooled vs. Dedicated Queues w…Service Differentiation and Operating Segments: A Framework and an Application to After-Sales Services (2018)Service Differentiation and O…Differentiated or integrated: Capacity and service level choice for differentiated products (2017)Differentiated or integrated:…Service Engineering: An Interdisciplinary Framework (2015)Service Engineering: An Inter…Competition and market segmentation of the call center service supply chain (2015)Competition and market segmen…A flexible architecture for call centers with skill-based routing (2014)A flexible architecture for c…Operations Research (OR) in Service Industries: A Comprehensive Review (2013)Operations Research (OR) in S…A two-class discrete-time queueing model with two dedicated servers and global FCFS service discipline (2012)A two-class discrete-time que…Operations in Financial Services—An Overview (2010)Operations in Financial Servi…Pooling is not the answer (2008)Pooling is not the answerBrownian Motion and Stochastic Flow Systems. (1987)Numerical Methods for Stochastic Control Problems in Continuous Time (1990)Principles on the Benefits of Manufacturing Process Flexibility (1995)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Maximum Pressure Policies in Stochastic Processing Networks (2005)Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method (2006)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Forecasting: theory and practice (2022)The measurement of experienced burnout (1981)Statistical Analysis of a Telephone Call Center (2005)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Stochastic Modeling and the Theory of Queues (1989)Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Workforce Planning Incorporating Skills: State of the Art (2014)Multiple channel queues in heavy traffic. I (1970)Multiple channel queues in heavy traffic. II: sequences, networks, and batches (1970)Exponential Approximations for Tail Probabilities in Queues, I: Waiting Times (1995)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Introduction to Queueing Theory. (1982)Designing a Call Center with Impatient Customers (2002)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)A Proof for the Queuing Formula: L = λ W (1961)Open, Closed, and Mixed Networks of Queues with Different Classes of Customers (1975)Point Processes and Queues (1981)Stochastic Decompositions in the M/G/1 Queue with Generalized Vacations (1985)Queueing analysis: A foundation of performance evaluation (1995)Approximating a Point Process by a Renewal Process, I: Two Basic Methods (1982)Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Consumer Value: A Framework for Analysis and Research (1999)Understanding Service Convenience (2002)Continuous approximation of collective system behaviour: A tutorial (2013)Incentives and redistribution in homogeneous bike-sharing systems with stations of finite capacity (2014)
this work references cited by second hop

References

  • 2001The power of two choices in randomized load balancing1,402 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1993An introduction to queueing theory906 cited
  • 1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing460 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2001Dynamic scheduling of a system with two parallel servers in heavy traffic with resource pooling: asymptotic optimality of a threshold policy284 cited
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 1992Understanding the Efficiency of Multi-Server Service Systems180 cited
  • 1981Resource Sharing for Efficiency in Traffic Systems178 cited
  • 1998On Pooling in Queueing Networks153 cited
  • 1998Structural results for the control of queueing systems using event-based dynamic programming147 cited
  • 1994Jackson Network Models of Manufacturing Systems118 cited
  • 1987Perspectives on Queues: Combining Queues is Not Always Beneficial

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98 cited
  • 1976Some Approximate Equilibrium Results for the Multi-Server Queue (M/G/r)*88 cited
  • Cited by

    • 2013Operations Research (OR) in Service Industries: A Comprehensive Review102 cited
    • 2010Operations in Financial Services—An Overview76 cited
    • 2021Pooled vs. Dedicated Queues when Customers Are Delay-Sensitive38 cited
    • 2015Service Engineering: An Interdisciplinary Framework33 cited
    • 2018Service Differentiation and Operating Segments: A Framework and an Application to After-Sales Services33 cited
    • 2017Differentiated or integrated: Capacity and service level choice for differentiated products30 cited
    • 2022Pooling Agents for Customer-Intensive Services28 cited
    • 2015Competition and market segmentation of the call center service supply chain27 cited
    • 2014A flexible architecture for call centers with skill-based routing25 cited
    • 2008Pooling is not the answer24 cited
    • 2012A two-class discrete-time queueing model with two dedicated servers and global FCFS service discipline17 cited