SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers
16 references·0 citing·34 second hop
Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers (2013)Threshold Routing to Trade Off Waiting an…When to Use Speedup: An Examination of Service Systems with Returns (2014)When to Use Speedup: An Exami…On Fair Routing from Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers (2012)On Fair Routing from Emergenc…Diagnostic Accuracy Under Congestion (2012)Diagnostic Accuracy Under Con…Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services (2010)Quality–Speed Conundrum: Trad…Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems (2010)Fair Dynamic Routing in Large…Queue-and-Idleness-Ratio Controls in Many-Server Service Systems (2009)Queue-and-Idleness-Ratio Cont…Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems (2008)Scheduling Flexible Servers w…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers (2005)Dynamic Routing in Large-Scal…Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule (2004)Scheduling Flexible Servers w…Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic (2004)Scheduling a multi class queu…Dynamic Scheduling of a Multiclass Queue in the Halfin-Whitt Heavy Traffic Regime (2004)Dynamic Scheduling of a Multi…Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Heavy-Traffic Limits for Queu…Theory of Martingales (1989)Service-Level Differentiation in Call Centers with Fully Flexible Servers (2008)Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach (2010)Approximating a Point Process by a Renewal Process, I: Two Basic Methods (1982)An introduction to queueing theory (1993)Stochastic Modeling and the Theory of Queues (1989)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Forecasting: theory and practice (2022)Controlled Markov Processes and Viscosity Solutions (2005)Stochastic Integration and Differential Equations (2005)Brownian Motion and Stochastic Calculus (2007)The cμ/θ Rule for Many-Server Queues with Abandonment (2010)The Regulation of Queue Size by Levying Tolls (1969)Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue (1990)To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (2003)On-Demand Service Platforms (2016)Game Theory and Information Economics (2018)Service Research Priorities: Managing and Delivering Service in Turbulent Times (2021)Applied Probability and Queues (1987)Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing (2009)Control of Patient Flow in Emergency Departments, or Multiclass Queues with Deadlines and Feedback (2015)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)The measurement of experienced burnout (1981)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Stability properties of constrained queueing systems and scheduling policies for maximum throughput in multihop radio networks (1992)Achieving 100% throughput in an input-queued switch (2002)MaxWeight scheduling in a generalized switch: State space collapse and workload minimization in heavy traffic (2004)Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method (2006)Introduction to Queueing Theory. (1982)Designing a Call Center with Impatient Customers (2002)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)
this work references cited by second hop

References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule326 cited
  • 2010Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services258 cited
  • 2009Queue-and-Idleness-Ratio Controls in Many-Server Service Systems148 cited
  • 2004Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic140 cited
  • 2005Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers137 cited
  • 2004Dynamic Scheduling of a Multiclass Queue in the Halfin-Whitt Heavy Traffic Regime125 cited
  • 2010Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems122 cited
  • 2012Diagnostic Accuracy Under Congestion108 cited
  • 2014When to Use Speedup: An Examination of Service Systems with Returns91 cited
  • 2012On Fair Routing from Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

91 cited
  • 2008Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems88 cited
  • Cited by

    No citing works inside the corpus for this window.