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Service Engineering of Call Centers: Research, Teaching, and Practice · Study

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ChapterService Engineering of Call Centers: Research, Teaching, and Practice

Sergey Zeltyn2008

Chapter2008

Service Engineering of Call Centers: Research, Teaching, and Practice

Sergey Zeltyn · Avishai Mandelbaum

19 citations·0/0 files stored·Service science: research and innovations in the service economy

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Advanced Queuing Theory Analysis Customer Service Quality and Loyalty Emotional Labor in Professions

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References

2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2005Statistical Analysis of a Telephone Call Center 1981Heavy-Traffic Limits for Queues with Many Exponential Servers 2002Designing a Call Center with Impatient Customers 2004Dimensioning Large Call Centers 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule 2005A Staffing Algorithm for Call Centers with Skill-Based Routing 2008Staffing of Time-Varying Queues to Achieve Time-Stable Performance

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2010Service Engineering: Data-Based Course Development and Teachingarticle · 11 shared references 2009Service Interruptions in Large-Scale Service Systemsarticle · 9 shared references 2006Modeling and Optimization Problems in Contact Centersother · 9 shared references 2015Staffing and scheduling under nonstationary demand for service: A literature reviewarticle · 8 shared references 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centersarticle · 8 shared references 2016Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertaintyarticle · 8 shared references

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Year2008

Typechapter

Published2008-01-01

VenueService science: research and innovations in the service economy

ISSN-L1865-4924

Languageen

Citations19

Files0 public / 0

ShelfAdvanced Queuing Theory Analysis

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doi10.1007/978-0-387-76578-5_47

openalex_workW113950882

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