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Workforce planning and deployment for a hospital reservation call center with abandonment cost and multiple tasks
16 references·0 citing·33 second hop
Workforce planning and deployment for a hospital reservation call center with abandonment cost and multiple tasks (2013)Workforce planning and deployment for a h…Introduction to Operations Research (2010)Introduction to Operations Re…Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers (2009)Staffing Many-Server Queues w…Optimizing daily agent scheduling in a multiskill call center (2009)Optimizing daily agent schedu…Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Staffing of Time-Varying Queu…Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing Multiskill Call Cent…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods (2007)Optimizing Call Center Staffi…Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Coping with Time‐Varying Dema…Survey, Categorization, and Comparison of Recent Tour Scheduling Literature (2004)Survey, Categorization, and C…Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…An Annotated Bibliography of Personnel Scheduling and Rostering (2004)An Annotated Bibliography of …Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands (2001)Improving the Sipp Approach f…Server Staffing to Meet Time-Varying Demand (1996)Server Staffing to Meet Time-…Introduction to Operations Research (1968)Introduction to Operations Re…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Proceedings of the 2002 Winter Simulation Conference (2002)Foundations and Implications of a Proposed Unified Services Theory (2006)Introduction to the Theory of Queues. (1963)Stochastic Modeling and the Theory of Queues (1989)Personnel scheduling: A literature review (2012)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Staff scheduling and rostering: A review of applications, methods and models (2003)The State of the Art of Nurse Rostering (2004)Scheduling in sports: An annotated bibliography (2009)Emergency medical services and beyond: Addressing new challenges through a wide literature review (2016)State of the Art in Physician Scheduling (2016)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Forecasting: theory and practice (2022)The measurement of experienced burnout (1981)Statistical Analysis of a Telephone Call Center (2005)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)APPROXIMATIONS FOR THE GI/G/m QUEUE (1993)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Traffic Delays at Toll Booths (1954)Fundamentals of queueing theory (2nd ed.). (1985)An introduction to queueing theory (1993)Forecasting Daily Patient Volumes in the Emergency Department (2008)Optimal ambulance location with random delays and travel times (2008)Introduction to Queueing Theory. (1982)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)A Health-Status Index and its Application to Health-Services Outcomes (1970)A game theory approach to measuring the performance reliability of transport networks (2000)The total cost of logistics in supplier selection, under conditions of multiple sourcing, multiple criteria and capacity constraint (2001)Heuristic algorithms for the cardinality constrained efficient frontier (2011)K-Adaptability in Two-Stage Robust Binary Programming (2015)Cost-effectiveness analyses of genetic and genomic diagnostic tests (2018)
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References

  • 1968Introduction to Operations Research3,405 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 2004An Annotated Bibliography of Personnel Scheduling and Rostering460 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System299 cited
  • 2010Introduction to Operations Research238 cited
  • 1996Server Staffing to Meet Time-Varying Demand226 cited
  • 2001Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands223 cited
  • 2008Staffing of Time-Varying Queues to Achieve Time-Stable Performance194 cited
  • 2008Staffing Multiskill Call Centers via Linear Programming and Simulation180 cited
  • 2004Survey, Categorization, and Comparison of Recent Tour Scheduling Literature166 cited
  • 2007Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods150 cited
  • 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers

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143 cited
  • 2009Optimizing daily agent scheduling in a multiskill call center136 cited
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