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Analysis of Two‐Level Support Systems with Time‐Dependent Overflow—A Banking Application
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Analysis of Two‐Level Support Systems with Time‐Dependent Overflow—A Banking Application (2010)Analysis of Two‐Level Support Systems wit…To Pool or Not to Pool in Call Centers (2008)To Pool or Not to Pool in Cal…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Coping with Time‐Varying Dema…Call-Routing Schemes for Call-Center Outsourcing (2007)Call-Routing Schemes for Call…Approximation of the non-stationary M(t)/M(t)/c(t)-queue using stationary queueing models: The stationary backlog-carryover approach (2007)Approximation of the non-stat…A Simple Staffing Method for Multiskill Call Centers (2007)A Simple Staffing Method for …Approximating multi-skill blocking systems by HyperExponential Decomposition (2005)Approximating multi-skill blo…A Staffing Algorithm for Call Centers with Skill-Based Routing (2005)A Staffing Algorithm for Call…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…Overflow analysis and cross-trained servers (2003)Overflow analysis and cross-t…A Call-Routing Problem with Service-Level Constraints (2003)A Call-Routing Problem with S…Queueing Models of Call Centers: An Introduction (2002)Queueing Models of Call Cente…Asymptotic Results and a Markovian Approximation for the M(n)/M(n)/s+GI System (2002)Asymptotic Results and a Mark…The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals (1991)The Pointwise Stationary Appr…The impact of a waiting-time threshold in overflow systems with impatient customers (2012)The impact of a waiting-time …An introduction to queueing theory (1993)The power of two choices in randomized load balancing (2001)Operations in Financial Services—An Overview (2010)Operations Research (OR) in Service Industries: A Comprehensive Review (2013)Economies of Scale and Scope in Hospitals: An Empirical Study of Volume Spillovers (2020)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Retrial Queues (1997)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)Introduction to the Theory of Queues. (1963)Stochastic Modeling and the Theory of Queues (1989)Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Personnel scheduling: A literature review (2012)Statistical Analysis of a Telephone Call Center (2005)Capacity Sharing and Cost Allocation among Independent Firms with Congestion (2014)The Design of Experiential Services with Acclimation and Memory Decay: Optimal Sequence and Duration (2015)Queueing Systems. Volume 1: Theory (1975)Fundamentals of Queueing Theory. (1977)Analysis of passenger queues at airport terminals (2011)Staffing a call center with uncertain non-stationary arrival rate and flexibility (2011)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)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)Matrix-Geometric Solutions to Stochastic Models (1984)Matrix-geometric solutions in stochastic models (1985)Markov chain models of a telephone call center with call blending (2005)Single server retrial queues with two way communication (2012)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)Server Staffing to Meet Time-Varying Demand (1996)Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands (2001)Workforce Planning Incorporating Skills: State of the Art (2014)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2002Queueing Models of Call Centers: An Introduction323 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
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 2003A Call-Routing Problem with Service-Level Constraints108 cited
  • 2003Queueing model for call blending in call centers106 cited
  • 2007Approximation of the non-stationary M(t)/M(t)/c(t)-queue using stationary queueing models: The stationary backlog-carryover approach97 cited
  • 2008To Pool or Not to Pool in Call Centers86 cited
  • 2007Call-Routing Schemes for Call-Center Outsourcing83 cited
  • 2002Asymptotic Results and a Markovian Approximation for the M(n)/M(n)/s+GI System81 cited
  • 2007A Simple Staffing Method for Multiskill Call Centers64 cited
  • 2003Performance Analysis and Optimization of Inbound Call Centers41 cited
  • 2003Overflow analysis and cross-trained servers

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40 cited
  • 2005Approximating multi-skill blocking systems by HyperExponential Decomposition39 cited
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    • 2012The impact of a waiting-time threshold in overflow systems with impatient customers12 cited