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ArticleOnline scheduling policies for multiclass call centers with impatient customers

Oualid Jouini2010

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Articlegreen2010

Online scheduling policies for multiclass call centers with impatient customers

Oualid Jouini · Auke Pot · Ger M. Koole · Yves Dallery

26 citations·0/0 files stored·European Journal of Operational Research

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Advanced Queuing Theory Analysis Healthcare Operations and Scheduling Optimization Optimization and Search Problems

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References

2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2005Statistical Analysis of a Telephone Call Center 1981Heavy-Traffic Limits for Queues with Many Exponential Servers 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research 2002Designing a Call Center with Impatient Customers 1988Queueing-blocking system with two arrival streams and guard channels 1966The Queue M/G/1 with the Shortest Remaining Processing Time Discipline 2006Fluid Models for Multiserver Queues with Abandonments

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2011A nearly-optimal index rule for scheduling of users with abandonment 2012Analysis of a last come first served queueing system with customer abandonment 2015Scheduling of multi-class multi-server queueing systems with abandonments

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2010Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisitedarticle · 11 shared references 2009Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreementsarticle · 11 shared references 2014Staffing Call Centers with Uncertain Arrival Rates and Co‐sourcingarticle · 11 shared references 2011Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Serversarticle · 11 shared references 2012Many-server queues with customer abandonment: A survey of diffusion and fluid approximationsarticle · 10 shared references 2015Staffing and scheduling under nonstationary demand for service: A literature reviewarticle · 9 shared references

Details

Year2010

Typearticle

Published2010-03-03

VenueEuropean Journal of Operational Research

ISSN-L0377-2217

Languageen

Citations26

Files0 public / 0

ShelfAdvanced Queuing Theory Analysis

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doi10.1016/j.ejor.2010.02.036

openalex_workW2109398368

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