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Improving Right Party Contact Rates at Outbound Call Centers
6 references·0 citing·26 second hop
Improving Right Party Contact Rates at Outbound Call Centers (2010)Improving Right Party Contact Rates at Ou…Intelligent Procedures for Intra‐Day Updating of Call Center Agent Schedules (2009)Intelligent Procedures for In…To Pool or Not to Pool in Call Centers (2008)To Pool or Not to Pool in Cal…Optimizing the Staffing and Routing of Small‐Size Hierarchical Call Centers (2008)Optimizing the Staffing and R…Markov chain models of a telephone call center with call blending (2005)Markov chain models of a tele…Predictive Dialing for Outbound Telephone Call Centers (1999)Predictive Dialing for Outbou…Multi-Armed Bandits and the Gittins Index (1980)Multi-Armed Bandits and the G…An introduction to queueing theory (1993)The power of two choices in randomized load balancing (2001)Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Operations in Financial Services—An Overview (2010)Operations Research (OR) in Service Industries: A Comprehensive Review (2013)Pooled vs. Dedicated Queues when Customers Are Delay-Sensitive (2021)An Annotated Bibliography of Personnel Scheduling and Rostering (2004)Statistical Analysis of a Telephone Call Center (2005)Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing (2011)On the modeling and forecasting of call center arrivals (2012)Employee scheduling with short demand perturbations and extensible shifts (2018)Bandit Processes and Dynamic Allocation Indices (1979)Extensions of the multiarmed bandit problem: The discounted case (1985)The Multi-Armed Bandit Problem: Decomposition and Computation (1987)KULLBACK-LEIBLER UPPER CONFIDENCE BOUNDS FOR OPTIMAL SEQUENTIAL ALLOCATION (2013)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The relationship between operating efficiency and service quality: are they compatible? (2012)Service Engineering: An Interdisciplinary Framework (2015)Stochastic Modeling and the Theory of Queues (1989)Combining integer programming and the randomization method to schedule employees (2009)Markovian retrial queues with two way communication (2012)Scheduling, Routing, and Flow Control in Stochastic Networks (1988)Contact center: information systems design (2010)AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL (2014)Balancing Agent Retention and Waiting Time in Service Platforms (2023)
this work references cited by second hop

References

  • 1980Multi-Armed Bandits and the Gittins Index515 cited
  • 2005Markov chain models of a telephone call center with call blending97 cited
  • 2008To Pool or Not to Pool in Call Centers86 cited
  • 2009Intelligent Procedures for Intra‐Day Updating of Call Center Agent Schedules65 cited
  • 2008Optimizing the Staffing and Routing of Small‐Size Hierarchical Call Centers39 cited
  • 1999Predictive Dialing for Outbound Telephone Call Centers30 cited

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