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A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending
16 references·1 citing·29 second hop
A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending (2014)A Logarithmic Safety Staffing Rule for Co…On the Power of (Even a Little) Resource Pooling (2012)On the Power of (Even a Littl…Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers (2009)Staffing Many-Server Queues w…Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing (2009)Service-Level Differentiation…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Martingale proofs of many-server heavy-traffic limits for Markovian queues (2007)Martingale proofs of many-ser…Martingale proofs of many-server heavy-traffic limits for Markovian queues (2007)Martingale proofs of many-ser…On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)On Customer Contact Centers w…Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments (2004)Efficiency-Driven Heavy-Traff…Contact Centers with a Call-Back Option and Real-Time Delay Information (2004)Contact Centers with a Call-B…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Stochastic Networks and Queues (2003)Stochastic Networks and QueuesDesigning a Call Center with Impatient Customers (2002)Designing a Call Center with …Dynamic staffing in a telephone call center aiming to immediately answer all calls (1999)Dynamic staffing in a telepho…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Heavy-Traffic Limits for Queu…Extreme value theory for a class of discrete distributions with applications to some stochastic processes (1970)Extreme value theory for a cl…Limiting diffusion approximations for the many server queue and the repairman problem (1965)Limiting diffusion approximat…Optimal scheduling in call centers with a callback option (2015)Optimal scheduling in call ce…Approximating a Point Process by a Renewal Process, I: Two Basic Methods (1982)An introduction to queueing theory (1993)Discrete Choice Theory of Product Differentiation (1992)On Positive Harris Recurrence of Multiclass Queueing Networks: A Unified Approach Via Fluid Limit Models (1995)Revenue Management Under a General Discrete Choice Model of Consumer Behavior (2004)The Impact of Delay Announcements in Many-Server Queues with Abandonment (2008)Real Options in Operations Research: A Review (2017)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)Personnel scheduling: A literature review (2012)Point Processes and Queues (1981)Limit Theorems for Stochastic Processes (1987)Queue-and-Idleness-Ratio Controls in Many-Server Service Systems (2009)Law of large numbers limits for many-server queues (2010)Join the Shortest Queue with Many Servers. The Heavy-Traffic Asymptotics (2018)Maintenance spare parts planning and control: a framework for control and agenda for future research (2014)Proceedings of the 2002 Winter Simulation Conference (2002)Dimensioning Large Call Centers (2004)Foundations and Implications of a Proposed Unified Services Theory (2006)“We Will Be Right with You”: Managing Customer Expectations with Vague Promises and Cheap Talk (2011)A Statistical Analysis of Batting in Cricket (1993)Extreme Value Theory for Queues Via Cycle Maxima (1998)On testing extreme value conditions (2006)Stability of Parallel Queueing Systems with Coupled Service Rates (2007)Asymptotically optimal priority policies for indexable and nonindexable restless bandits (2016)
this work references cited by second hop

References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 2003Stochastic Networks and Queues297 cited
  • 1965Limiting diffusion approximations for the many server queue and the repairman problem211 cited
  • 2004On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design190 cited
  • 2007Martingale proofs of many-server heavy-traffic limits for Markovian queues183 cited
  • 2004Contact Centers with a Call-Back Option and Real-Time Delay Information169 cited
  • 1970Extreme value theory for a class of discrete distributions with applications to some stochastic processes163 cited
  • 2007Martingale proofs of many-server heavy-traffic limits for Markovian queues155 cited
  • 2009Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing145 cited
  • 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers143 cited
  • 2004Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments141 cited

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  • 1999Dynamic staffing in a telephone call center aiming to immediately answer all calls120 cited
  • 2012On the Power of (Even a Little) Resource Pooling110 cited
  • Cited by

    • 2015Optimal scheduling in call centers with a callback option23 cited