Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

On a Data-Driven Method for Staffing Large Call Centers

16 references·16 citing·24 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

2011Introduction to Stochastic Programming6,469 cited
1981Point Processes and Queues1,652 cited
2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
1983Point Processes and Queues: Martingale Dynamics.1,065 cited
1997Introduction to Stochastic Programming959 cited
2005Statistical Analysis of a Telephone Call Center804 cited
1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
2002Designing a Call Center with Impatient Customers576 cited
2004Dimensioning Large Call Centers342 cited
2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
2004Modeling Daily Arrivals to a Telephone Call Center209 cited
2008Staffing of Time-Varying Queues to Achieve Time-Stable Performance194 cited
2008Staffing Multiskill Call Centers via Linear Programming and Simulation180 cited
2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models158 cited
2000Revenue Management Without Forecasting or Optimization: An Adaptive Algorithm for Determining Airline Seat Protection Levels157 cited
2006

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

Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method

145 cited

Cited by

2016Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty66 cited
2011Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing64 cited
2019Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regime61 cited
2009Responding to Unexpected Overloads in Large-Scale Service Systems51 cited
2014Choosing arrival process models for service systems: Tests of a nonhomogeneous Poisson process50 cited
2014Staffing Call Centers with Uncertain Arrival Rates and Co‐sourcing50 cited
2010Control of systems with flexible multi-server pools: a shadow routing approach48 cited
2016STAFFING A SERVICE SYSTEM WITH NON-POISSON NON-STATIONARY ARRIVALS39 cited
2018Service Differentiation and Operating Segments: A Framework and an Application to After-Sales Services33 cited
2013Service Completion Estimates for Cross‐trained Workforce Schedules under Uncertain Attendance and Demand31 cited
2011Shadow-Routing Based Control of Flexible Multiserver Pools in Overload30 cited
2011An ODE for an Overloaded X Model Involving a Stochastic Averaging Principle29 cited
2010Robust and data-driven approaches to call centers27 cited
2015An Information Stock Model of Customer Behavior in Multichannel Customer Support Services26 cited
2020A survey on skill-based routing with applications to service operations management25 cited
2012Newsvendor-type models with decision-dependent uncertainty25 cited