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Online scheduling policies for multiclass call centers with impatient customers
16 references·3 citing·31 second hop
Online scheduling policies for multiclass call centers with impatient customers (2010)Online scheduling policies for multiclass…Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers (2009)Staffing Many-Server Queues w…Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing (2009)Service-Level Differentiation…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Fluid Models for Multiserver Queues with Abandonments (2006)Fluid Models for Multiserver …Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Engineering Solution of a Basic Call-Center Model (2005)Engineering Solution of a Bas…Modeling Daily Arrivals to a Telephone Call Center (2004)Modeling Daily Arrivals to a …Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…A Diffusion Approximation for a Markovian Queue with Reneging (2003)A Diffusion Approximation for…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Managing uncertainty in call centres using Poisson mixtures (2001)Managing uncertainty in call …Queueing Methods: For Services and Manufacturing (1991)Queueing Methods: For Service…Queueing-blocking system with two arrival streams and guard channels (1988)Queueing-blocking system with…ON QUEUES WITH IMPATIENT CUSTOMERS. (1981)ON QUEUES WITH IMPATIENT CUST…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Heavy-Traffic Limits for Queu…The Queue M/G/1 with the Shortest Remaining Processing Time Discipline (1966)The Queue M/G/1 with the Shor…Scheduling of multi-class multi-server queueing systems with abandonments (2015)Scheduling of multi-class mul…Analysis of a last come first served queueing system with customer abandonment (2012)Analysis of a last come first…A nearly-optimal index rule for scheduling of users with abandonment (2011)A nearly-optimal index rule f…Priority Assignment in Waiting Line Problems (1954)A Proof for the Queuing Formula: L = λ W (1961)A Classified Bibliography of Research on Optimal Design and Control of Queues (1977)A simple dynamic routing problem (1980)Analysis of SRPT scheduling (2001)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)Yield Management at American Airlines (1992)A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center (2007)Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes? (2014)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)Queueing Systems. Volume 1: Theory (1975)Introduction to Queueing Theory (1982)A Call-Routing Problem with Service-Level Constraints (2003)Solution for a retrial queueing problem in cellular networks with the Fractional Guard Channel policy (2010)Queueing systems with correlated arrival flows and their applications to modeling telecommunication networks (2017)Proceedings of the 2002 Winter Simulation Conference (2002)Dimensioning Large Call Centers (2004)Foundations and Implications of a Proposed Unified Services Theory (2006)Call center outsourcing: Coordinating staffing level and service quality (2008)The Impact of Delay Announcements in Many-Server Queues with Abandonment (2008)Optimal scheduling policies for a class of queues with customer deadlines to the beginning of service (1988)Staffing and scheduling under nonstationary demand for service: A literature review (2015)
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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
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 1988Queueing-blocking system with two arrival streams and guard channels354 cited
  • 1966The Queue M/G/1 with the Shortest Remaining Processing Time Discipline342 cited
  • 2006Fluid Models for Multiserver Queues with Abandonments268 cited
  • 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
  • 1981ON QUEUES WITH IMPATIENT CUSTOMERS.183 cited
  • 2005Engineering Solution of a Basic Call-Center Model170 cited
  • 2003A Diffusion Approximation for a Markovian Queue with Reneging166 cited
  • 2001Managing uncertainty in call centres using Poisson mixtures163 cited
  • 1991Queueing Methods: For Services and Manufacturing163 cited
  • 2009Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing145 cited

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  • 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers143 cited
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    • 2011A nearly-optimal index rule for scheduling of users with abandonment22 cited
    • 2012Analysis of a last come first served queueing system with customer abandonment17 cited
    • 2015Scheduling of multi-class multi-server queueing systems with abandonments16 cited