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Consecutive staffing solution using simulation in the contact center
16 references·0 citing·34 second hop
Consecutive staffing solution using simulation in the contact center (2010)Consecutive staffing solution using simul…Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Staffing of Time-Varying Queu…Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing Multiskill Call Cent…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods (2007)Optimizing Call Center Staffi…Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Coping with Time‐Varying Dema…Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers (2006)Service Engineering in Action…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Call Center Staffing with Simulation and Cutting Plane Methods (2004)Call Center Staffing with Sim…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Managing uncertainty in call centres using Poisson mixtures (2001)Managing uncertainty in call …Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands (2001)Improving the Sipp Approach f…The past, present and future of customer access centers (2000)The past, present and future …Dynamic staffing in a telephone call center aiming to immediately answer all calls (1999)Dynamic staffing in a telepho…Server Staffing to Meet Time-Varying Demand (1996)Server Staffing to Meet Time-…The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals (1991)The Pointwise Stationary Appr…Steady-state simulation of queueing processes: survey of problems and solutions (1990)Steady-state simulation of qu…Book Review: Time Series Analysis: Forecasting and Control (1977)Simulation Modeling and Analysis. (1983)Discrete-Event System Simulation (1984)Analyzing algorithms by simulation (1992)Akaroa2: Exploiting Network Computing by Distributing Stochastic Simulation (1998)On credibility of simulation studies of telecommunication networks (2002)Introduction to the Theory of Queues. (1963)Stochastic Modeling and the Theory of Queues (1989)Personnel scheduling: A literature review (2012)Taxonomic classification of planning decisions in health care: a structured review of the state of the art in OR/MS (2012)Designing a Call Center with Impatient Customers (2002)Forecasting: theory and practice (2022)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)The measurement of experienced burnout (1981)A Review and an Integration of Research on Job Burnout (1993)MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)New “Smart Parking” System Based on Resource Allocation and Reservations (2013)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)APPROXIMATIONS FOR THE GI/G/m QUEUE (1993)Staff scheduling and rostering: A review of applications, methods and models (2003)An Annotated Bibliography of Personnel Scheduling and Rostering (2004)Simulation modeling and analysis (1999)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Traffic Delays at Toll Booths (1954)Fundamentals of queueing theory (2nd ed.). (1985)An introduction to queueing theory (1993)Observing Stochastic Processes, and Approximate Transform Inversion (1966)Theory, Volume 1, Queueing Systems (1975)Applications of Queueing Theory (1985)The Physics of the Mt/G/∞ Queue (1993)Queueing Models of Call Centers: An Introduction (2002)Service Region Design for Urban Electric Vehicle Sharing Systems (2017)Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing (2014)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System299 cited
  • 1991The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals257 cited
  • 1990Steady-state simulation of queueing processes: survey of problems and solutions256 cited
  • 1996Server Staffing to Meet Time-Varying Demand226 cited
  • 2001Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands223 cited
  • 2008Staffing of Time-Varying Queues to Achieve Time-Stable Performance194 cited
  • 2008Staffing Multiskill Call Centers via Linear Programming and Simulation180 cited
  • 2004Call Center Staffing with Simulation and Cutting Plane Methods171 cited
  • 2001Managing uncertainty in call centres using Poisson mixtures163 cited
  • 2007Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods150 cited
  • 2000The past, present and future of customer access centers141 cited
  • 1999

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Dynamic staffing in a telephone call center aiming to immediately answer all calls
120 cited
  • 2006Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers108 cited
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