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Call centre capacity management

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References

1985Problems and Strategies in Services Marketing2,819 cited
1979Where does the customer fit in a service operation?834 cited
1980Toward a Core Typology of Service Organizations271 cited
1982Perspectives on the Technology of Service Operations213 cited
1982Perspectives on the Technology of Service Operations192 cited
1951The Life and Works of A. K. Erlang.120 cited
1998INSIGHTS ON SERVICE SYSTEM DESIGN FROM A NORMAL APPROXIMATION TO ERLANG'S DELAY FORMULA54 cited
1985Managing Service Demand at the Point of Delivery44 cited

Cited by

2015Forecasting in telecommunications and ICT—A review63 cited
2011Linking long-term capacity management for manufacturing and service operations58 cited
2006Operational challenges in the call center industry: a case study and resource‐based framework56 cited
2013Operations Management: Policy, Practice and Performance Improvement39 cited
2006The effects of customer contact on conformance quality and productivity in Chinese service firms25 cited
2015Process improvement through economically driven routing of instances19 cited

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