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Establishing Telephone-Agent Staffing Levels through Economic Optimization
2 references·16 citing·47 second hop
Establishing Telephone-Agent Staffing Levels through Economic Optimization (1993)Establishing Telephone-Agent Staffing Lev…On Manpower Scheduling Algorithms (1982)On Manpower Scheduling Algori…The Operator-Scheduling Problem: A Network-Flow Approach (1974)The Operator-Scheduling Probl…Forecasting emergency medical service call arrival rates (2011)Forecasting emergency medical…Workforce scheduling with multiple objectives (2008)Workforce scheduling with mul…An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers (2008)An Exact and Efficient Algori…Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach (2007)Modeling and Analysis of Call…Reexamining the Nurse Scheduling Problem: Staffing Ratios and Nursing Shortages* (2006)Reexamining the Nurse Schedul…Evaluating Arrival Rate Uncertainty in Call Centers (2006)Evaluating Arrival Rate Uncer…Schedule Recovery: Unplanned Absences in Service Operations* (2005)Schedule Recovery: Unplanned …Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance (2004)Value Creation in Service Del…Call center simulation modeling: methods, challenges, and opportunities (2004)Call center simulation modeli…Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center (2003)Capacity sizing in the presen…Call center simulation modeling: Methods, challenges, and opportunities (2003)Call center simulation modeli…A Call Center Uses Simulation to Drive Strategic Change (2001)A Call Center Uses Simulation…Call Centers in Financial Services: Strategies, Technologies, and Operations (2000)Call Centers in Financial Ser…A distributed genetic algorithm for deterministic and stochastic labor scheduling problems (1999)A distributed genetic algorit…A Stochastic Goal Program for Employee Scheduling (1996)A Stochastic Goal Program for…L. 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References

  • 1982On Manpower Scheduling Algorithms171 cited
  • 1974The Operator-Scheduling Problem: A Network-Flow Approach164 cited

Cited by

  • 2011Forecasting emergency medical service call arrival rates118 cited
  • 2006Reexamining the Nurse Scheduling Problem: Staffing Ratios and Nursing Shortages*116 cited
  • 1995L. L. Bean Improves Call-Center Forecasting74 cited
  • 1999A distributed genetic algorithm for deterministic and stochastic labor scheduling problems72 cited
  • 2008Workforce scheduling with multiple objectives68 cited
  • 2003Call center simulation modeling: Methods, challenges, and opportunities66 cited
  • 2008An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers65 cited
  • 2005Schedule Recovery: Unplanned Absences in Service Operations*64 cited
  • 2004Call center simulation modeling: methods, challenges, and opportunities61 cited
  • 2007Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach59 cited
  • 1996A Stochastic Goal Program for Employee Scheduling53 cited
  • 2001A Call Center Uses Simulation to Drive Strategic Change44 cited
  • 2003Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center

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40 cited
  • 2004Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance33 cited
  • 2000Call Centers in Financial Services: Strategies, Technologies, and Operations32 cited
  • 2006Evaluating Arrival Rate Uncertainty in Call Centers28 cited