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Practical scheduling for call center operations
16 references·1 citing·32 second hop
Practical scheduling for call center operations (2010)Practical scheduling for call center oper…Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Staffing of Time-Varying Queu…Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Coping with Time‐Varying Dema…Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers (2006)Service Engineering in Action…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…A Call-Routing Problem with Service-Level Constraints (2003)A Call-Routing Problem with S…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Accounting for time-varying queueing effects in workforce scheduling (2002)Accounting for time-varying q…Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands (2001)Improving the Sipp Approach f…Improved Implicit Optimal Modeling of the Labor Shift Scheduling Problem (1995)Improved Implicit Optimal Mod…An introduction to queueing theory (1993)An introduction to queueing t…Introduction to Queueing Theory (1982)Introduction to Queueing Theo…Heuristic Methods for Telephone Operator Shift Scheduling: An Experimental Analysis (1976)Heuristic Methods for Telepho…AN INTEGRATED WORK SHIFT SCHEDULING SYSTEM (1976)AN INTEGRATED WORK SHIFT SCHE…The Operator-Scheduling Problem: A Network-Flow Approach (1974)The Operator-Scheduling Probl…Stochastic Service Systems. (1963)Stochastic Service Systems.Employee scheduling with short demand perturbations and extensible shifts (2018)Employee scheduling with shor…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Proceedings of the 2002 Winter Simulation Conference (2002)Dimensioning Large Call Centers (2004)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)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Traffic Delays at Toll Booths (1954)Fundamentals of queueing theory (2nd ed.). (1985)An Annotated Bibliography of Personnel Scheduling and Rostering (2004)Forecasting Daily Patient Volumes in the Emergency Department (2008)Optimal ambulance location with random delays and travel times (2008)A Proof for the Queuing Formula: L = λ W (1961)Open, Closed, and Mixed Networks of Queues with Different Classes of Customers (1975)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)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)Cyclic Scheduling via Integer Programs with Circular Ones (1980)Optimal Shift Scheduling with Multiple Break Windows (1996)Staff scheduling at the United States Postal Service (2003)Staffing a Call Center with Uncertain Arrival Rate and Absenteeism (2006)Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing (2014)A survey on retrial queues (1989)Queueing Models of Call Centers: An Introduction (2002)Behavior in operations management: Assessing recent findings and revisiting old assumptions (2006)Queueing-blocking system with two arrival streams and guard channels (1988)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
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 1982Introduction to Queueing Theory521 cited
  • 1963Stochastic Service Systems.327 cited
  • 2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System299 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
  • 1974The Operator-Scheduling Problem: A Network-Flow Approach164 cited
  • 1976Heuristic Methods for Telephone Operator Shift Scheduling: An Experimental Analysis124 cited
  • 1995Improved Implicit Optimal Modeling of the Labor Shift Scheduling Problem122 cited
  • 1976AN INTEGRATED WORK SHIFT SCHEDULING SYSTEM121 cited
  • 2003A Call-Routing Problem with Service-Level Constraints108 cited
  • 2006Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers108 cited

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2002
Accounting for time-varying queueing effects in workforce scheduling
82 cited

Cited by

  • 2018Employee scheduling with short demand perturbations and extensible shifts38 cited