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AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
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AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL (2014)AN EFFICIENT METHOD FOR PERFORMANCE ANALY…Single server retrial queues with two way communication (2012)Single server retrial queues …Markovian retrial queues with two way communication (2012)Markovian retrial queues with…Analyzing retrial queues by censoring (2010)Analyzing retrial queues by c…Accessible bibliography on retrial queues: Progress in 2000–2009 (2010)Accessible bibliography on re…A simple algorithm for the rate matrices of level-dependent QBD processes (2010)A simple algorithm for the ra…Retrial Queueing Systems (2008)Retrial Queueing SystemsThe Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Markov chain models of a telephone call center with call blending (2005)Markov chain models of a tele…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Queueing model for call blending in call centers (2003)Queueing model for call blend…Performance Analysis and Optimization of Inbound Call Centers (2003)Performance Analysis and Opti…Queueing Models of Call Centers: An Introduction (2002)Queueing Models of Call Cente…Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Introduction to Matrix Analyt…Retrial Queues (1997)Retrial QueuesM/G/1 retrial queueing systems with two types of calls and finite capacity (1995)M/G/1 retrial queueing system…A Proof for the Queuing Formula: L = λ W (1961)A Proof for the Queuing Formu…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Designing a Call Center with Impatient Customers (2002)Modeling Daily Arrivals to a Telephone Call Center (2004)Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Stochastic Modeling and the Theory of Queues (1989)Statistical Analysis of a Telephone Call Center (2005)Combining integer programming and the randomization method to schedule employees (2009)Operations Research (OR) in Service Industries: A Comprehensive Review (2013)Poisson Arrivals See Time Averages (1982)Forecasting: theory and practice (2022)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)Matrix-Geometric Solutions to Stochastic Models (1984)Matrix-geometric solutions in stochastic models (1985)An introduction to queueing theory (1993)Call-Routing Schemes for Call-Center Outsourcing (2007)A survey of retrial queueing systems (2015)On an unreliable-server retrial queue with customer feedback and impatience (2017)The Batch Markovian Arrival Process: A Review and Future Work (2001)Fundamentals of Matrix-Analytic Methods (2013)An Equilibrium Queuing Model of Bribery (1985)An exploration towards a production theory and its application to construction (2000)How to improve R&D productivity: the pharmaceutical industry's grand challenge (2010)Equilibrium customer strategies and social-profit maximization in the single-server constant retrial queue (2011)Strategic behavior and social optimization in a constant retrial queue with the N -policy (2016)Reliability Analysis of the Retrial Queue with Server Breakdowns and Repairs (2001)Call center outsourcing: Coordinating staffing level and service quality (2008)
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References

  • 1961A Proof for the Queuing Formula: L = λ W2,777 cited
  • 1999Introduction to Matrix Analytic Methods in Stochastic Modeling1,988 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1997Retrial Queues884 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2008Retrial Queueing Systems590 cited
  • 2002Queueing Models of Call Centers: An Introduction323 cited
  • 2010Accessible bibliography on retrial queues: Progress in 2000–2009287 cited
  • 2003Queueing model for call blending in call centers106 cited
  • 2005Markov chain models of a telephone call center with call blending97 cited
  • 2012Single server retrial queues with two way communication91 cited
  • 2012Markovian retrial queues with two way communication69 cited
  • 2010A simple algorithm for the rate matrices of level-dependent QBD processes68 cited
  • 1995M/G/1 retrial queueing systems with two types of calls and finite capacity59 cited
  • 2003Performance Analysis and Optimization of Inbound Call Centers41 cited
  • 2010

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Analyzing retrial queues by censoring
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