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Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers

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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
2002Designing a Call Center with Impatient Customers576 cited
2004Dimensioning Large Call Centers342 cited
2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System299 cited
2005Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue275 cited
2006Fluid Models for Multiserver Queues with Abandonments268 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
1981ON QUEUES WITH IMPATIENT CUSTOMERS.183 cited
2007The Global Call Center Report: International Perspectives on Management and Employment180 cited
1992Understanding the Efficiency of Multi-Server Service Systems180 cited
2005Engineering Solution of a Basic Call-Center Model170 cited
2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models

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158 cited

2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited

Cited by

2017Price, Wage and Fixed Commission in On-Demand Matching143 cited
2015Control of Patient Flow in Emergency Departments, or Multiclass Queues with Deadlines and Feedback125 cited
2010Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems122 cited
2011Call Centers with Delay Information: Models and Insights119 cited
2012Queues with Many Servers and Impatient Customers118 cited
2008Service-Level Differentiation in Call Centers with Fully Flexible Servers116 cited
2010Fluid limits of many-server queues with reneging113 cited
2010Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited105 cited
2010Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach102 cited
2009Workload forecasting for a call center: Methodology and a case study77 cited
2009Queueing models for full-flexible multi-class call centers with real-time anticipated delays76 cited
2013Blind Fair Routing in Large-Scale Service Systems with Heterogeneous Customers and Servers75 cited
2013Data-stories about (im)patient customers in tele-queues69 cited
2010On the Accuracy of Fluid Models for Capacity Sizing in Queueing Systems with Impatient Customers69 cited
2011Refining Square-Root Safety Staffing by Expanding Erlang C67 cited
2010Queueing system with impatient customers: A review66 cited