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ArticlePractical scheduling for call center operations

Dennis C. Dietz2010

Article2010

Practical scheduling for call center operations

Dennis C. Dietz

42 citations·0/0 files stored·Omega

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Scheduling and Timetabling Solutions Advanced Queuing Theory Analysis Healthcare Operations and Scheduling Optimization

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References

2003Telephone Call Centers: Tutorial, Review, and Research Prospects 1993An introduction to queueing theory 2005Statistical Analysis of a Telephone Call Center 2002Designing a Call Center with Impatient Customers 1982Introduction to Queueing Theory 1963Stochastic Service Systems.2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System 2001Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands

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Year2010

Typearticle

Published2010-12-18

VenueOmega

ISSN-L0305-0483

Languageen

Citations42

Files0 public / 0

ShelfScheduling and Timetabling Solutions

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doi10.1016/j.omega.2010.12.001

openalex_workW2000440014

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