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Service-Level Differentiation in Call Centers with Fully Flexible Servers

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References

1989Stochastic Modeling and the Theory of Queues1,605 cited
2001Contracting to Assure Supply: How to Share Demand Forecasts in a Supply Chain1,025 cited
1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
2002Designing a Call Center with Impatient Customers576 cited
2002Stochastic-process limits : an introduction to stochastic-process limits and their application to queues468 cited
2004Dimensioning Large Call Centers342 cited
2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule326 cited
2001Dynamic scheduling of a system with two parallel servers in heavy traffic with resource pooling: asymptotic optimality of a threshold policy284 cited
2003A Threshold Inventory Rationing Policy for Service-Differentiated Demand Classes255 cited
2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
2004On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design190 cited
2004Contact Centers with a Call-Back Option and Real-Time Delay Information169 cited
2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models158 cited
2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited

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2006Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method145 cited

2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers143 cited

Cited by

2010Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited105 cited
2010Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach102 cited
2013Operations Research (OR) in Service Industries: A Comprehensive Review102 cited
2008Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems88 cited
2009Dynamic Control of N-Systems with Many Servers: Asymptotic Optimality of a Static Priority Policy in Heavy Traffic87 cited
2013Blind Fair Routing in Large-Scale Service Systems with Heterogeneous Customers and Servers75 cited
2011State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems66 cited
2009On a Data-Driven Method for Staffing Large Call Centers64 cited
2009Priority Assignment Under Imperfect Information on Customer Type Identities63 cited
2019Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regime61 cited
2008Optimal control of parallel server systems with many servers in heavy traffic55 cited
2014Staffing Call Centers with Uncertain Arrival Rates and Co‐sourcing50 cited
2011Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers49 cited
2010Control of systems with flexible multi-server pools: a shadow routing approach48 cited
2008Queues with Many Servers: The Virtual Waiting-Time Process in the QED Regime45 cited
2022The Impact of Schedule Consistency on Shift Worker Productivity: An Empirical Investigation39 cited