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Routing heuristics for multi-skill call centers
4 references·3 citing·25 second hop
Routing heuristics for multi-skill call centers (2004)Routing heuristics for multi-skill call c…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…An introduction to queueing theory (1993)An introduction to queueing t…Introduction to Queueing Theory (2nd ed.). (1983)Introduction to Queueing Theo…Introduction to Queueing Theory (1982)Introduction to Queueing Theo…The Heuristics of Entrepreneurs (2019)The Heuristics of Entrepreneu…Modeling and Optimization Problems in Contact Centers (2006)Modeling and Optimization Pro…Staffing decisions for heterogeneous workers with turnover (2005)Staffing decisions for hetero…Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Statistical Analysis of a Telephone Call Center (2005)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)Optimal Investment in Product-Flexible Manufacturing Capacity (1990)Investment Strategies for Flexible Resources (1998)Integrated capacity and inventory management with capacity acquisition lead times (2008)Stochastic Modeling and the Theory of Queues (1989)On the modeling and forecasting of call center arrivals (2012)Strategic assets and organizational rent (1993)Differences between entrepreneurs and managers in large organizations: Biases and heuristics in strategic decision-making (1997)The Effect of Word of Mouth on Sales: Online Book Reviews (2006)A Proof for the Queuing Formula: L = λ W (1961)Open, Closed, and Mixed Networks of Queues with Different Classes of Customers (1975)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)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)Processor-sharing queues: Some progress in analysis (1987)Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods (2007)Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes? (2014)Queueing-blocking system with two arrival streams and guard channels (1988)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Peer-to-Peer Product Sharing: Implications for Ownership, Usage and Social Welfare in the Sharing Economy (2015)
this work references cited by second hop

References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1993An introduction to queueing theory906 cited
  • 1982Introduction to Queueing Theory521 cited
  • 1983Introduction to Queueing Theory (2nd ed.).266 cited

Cited by

  • 2005Staffing decisions for heterogeneous workers with turnover34 cited
  • 2006Modeling and Optimization Problems in Contact Centers21 cited
  • 2019The Heuristics of Entrepreneurs11 cited

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