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Pooling is not the answer
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Pooling is not the answer (2008)Pooling is not the answerTo Pool or Not to Pool in Call Centers (2008)To Pool or Not to Pool in Cal…The Management of Technology: A Production and Operations Management Perspective (2008)The Management of Technology:…Call-Routing Schemes for Call-Center Outsourcing (2007)Call-Routing Schemes for Call…The Pooling Principle (2005)The Pooling PrincipleA Staffing Algorithm for Call Centers with Skill-Based Routing (2005)A Staffing Algorithm for Call…Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Threshold-based priority policies for parallel-server systems with affinity scheduling (2001)Threshold-based priority poli…Dynamic scheduling of a system with two parallel servers in heavy traffic with resource pooling: asymptotic optimality of a threshold policy (2001)Dynamic scheduling of a syste…Partitioning Customers into Service Groups (1999)Partitioning Customers into S…An introduction to queueing theory (1993)The power of two choices in randomized load balancing (2001)Operations in Financial Services—An Overview (2010)Operations Research (OR) in Service Industries: A Comprehensive Review (2013)Pooled vs. Dedicated Queues when Customers Are Delay-Sensitive (2021)Brownian Motion and Stochastic Flow Systems. (1987)Numerical Methods for Stochastic Control Problems in Continuous Time (1990)Principles on the Benefits of Manufacturing Process Flexibility (1995)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Maximum Pressure Policies in Stochastic Processing Networks (2005)Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method (2006)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Firm Resources and Sustained Competitive Advantage (1991)Firm resources and sustained competitive advantage (2004)Impacts of Information and Communication Technology Implementations on Employees' Jobs in Service Organizations in India: A Multi‐Method Longitudinal Field Study (2010)Creativity and the Management of Technology: Balancing Creativity and Standardization (2016)Research on Idea Generation and Selection: Implications for Management of Technology (2016)Understanding the Efficiency of Multi-Server Service Systems (1992)Managing Business Process Flows (1999)Process Flexibility in Supply Chains (2003)Differentiated or integrated: Capacity and service level choice for differentiated products (2017)Pooling Agents for Customer-Intensive Services (2022)Queueing Systems. Volume 1: Theory (1975)Theory, Volume 1, Queueing Systems (1975)Stochastic Modeling and the Theory of Queues (1989)Intelligent Procedures for Intra‐Day Updating of Call Center Agent Schedules (2009)Priority Assignment Under Imperfect Information on Customer Type Identities (2009)The Queueing Network Analyzer (1983)OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing (1987)APPROXIMATIONS FOR THE GI/G/m QUEUE (1993)Analysis of the Impact of Team-Based Organizations in Call Center Management (2008)Product differentiation and operations strategy in a capacitated environment (2010)Optimal Workflow Decisions for Investigators in Systems with Interruptions (2013)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Statistical Analysis of a Telephone Call Center (2005)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)Resource pooling in queueing networks with dynamic routing (1992)Heavy traffic analysis of a system with parallel servers: asymptotic optimality of discrete-review policies (1998)Heavy traffic resource pooling in parallel‐server systems (1999)Compensating for Failures with Flexible Servers (2007)Design heuristic for parallel many server systems (2018)Assigning spontaneous volunteers to relief efforts under uncertainty in task demand and volunteer availability (2020)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Introduction to Queueing Theory. (1982)Designing a Call Center with Impatient Customers (2002)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Workforce Planning Incorporating Skills: State of the Art (2014)
this work references cited by second hop

References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2001Dynamic scheduling of a system with two parallel servers in heavy traffic with resource pooling: asymptotic optimality of a threshold policy284 cited
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 2008The Management of Technology: A Production and Operations Management Perspective119 cited
  • 2008To Pool or Not to Pool in Call Centers86 cited
  • 2007Call-Routing Schemes for Call-Center Outsourcing83 cited
  • 1999Partitioning Customers into Service Groups63 cited
  • 2005The Pooling Principle59 cited
  • 2001Threshold-based priority policies for parallel-server systems with affinity scheduling44 cited

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