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Performance analysis of an inbound call center with skills-based routing · Study

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ArticlePerformance analysis of an inbound call center with skills-based routing

Raik Stolletz2004

Article2004

Performance analysis of an inbound call center with skills-based routing

Raik Stolletz · Stefan Helber

28 citations·0/0 files stored·OR Spectrum

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Advanced Queuing Theory Analysis Wireless Communication Networks Research Optimization and Search Problems

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1977Fundamentals of Queueing Theory.2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2000Queueing Networks and Markov Chains: Modeling and Performance Evaluation with Computer Science Applications 2002Designing a Call Center with Impatient Customers 2002Queueing Models of Call Centers: An Introduction 1999Improving Service by Informing Customers About Anticipated Delays 2000The Efficiency-Quality Trade-Off of Cross-Trained Workers 2004Modeling and analysis of flexible queueing systems

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2021Estimation of the Performance Measures of a Group of Servers Taking into Account Blocking and Call Repetition before and after Server Occupation

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2011Asymptotic analysis of queueing systems with reneging: A survey of results for FIFO, single class modelsarticle · 5 shared references 2004Routing and Staﬃng in Large Call Centers with Specialized and Fully Flexible Serversarticle · 5 shared references 2007QBD approximations of a call center queueing model with general patience distributionarticle · 5 shared references 2015Staffing and scheduling under nonstationary demand for service: A literature reviewarticle · 4 shared references 2009Queueing models for full-flexible multi-class call centers with real-time anticipated delaysarticle · 4 shared references 2009An approximation for multi-server queues with deterministic reneging timesarticle · 4 shared references

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Year2004

Typearticle

Published2004-06-09

VenueOR Spectrum

ISSN-L0171-6468

Languageen

Citations28

Files0 public / 0

ShelfAdvanced Queuing Theory Analysis

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doi10.1007/s00291-004-0161-y

openalex_workW1976958873

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