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Evaluating erlang C and erlang A models for staff optimization: A case study in an airline call center
7 references·0 citing·24 second hop
Evaluating erlang C and erlang A models for staff optimization: A case study in an airline call center (2017)Evaluating erlang C and erlang A models f…An M/M/c/N queuing system with reneging and retention of reneged customers (2013)An M/M/c/N queuing system wit…Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers (2006)Service Engineering in Action…Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method (2006)Design and Control of a Large…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Queueing Models of Call Centers: An Introduction (2002)Queueing Models of Call Cente…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Retrial Queues (1997)Modeling Daily Arrivals to a Telephone Call Center (2004)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Stochastic Service Systems. (1963)Multiple channel queues in heavy traffic. II: sequences, networks, and batches (1970)Foundations and Implications of a Proposed Unified Services Theory (2006)Some Queuing Problems with Balking and Reneging. I (1963)Single-server queues with impatient customers (1984)Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support (2002)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)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Point Processes and Queues (1981)Point Processes and Queues: Martingale Dynamics. (1983)Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers (2009)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Handbooks in operations research and management science (1989)Service Management: Operations, Strategy, Information Technology (2003)Data-stories about (im)patient customers in tele-queues (2013)Managing Supply in the On-Demand Economy: Flexible Workers, Full-Time Employees, or Both? (2020)
this work references cited by second hop

References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 2002Queueing Models of Call Centers: An Introduction332 cited
  • 2006Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method145 cited
  • 2006Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers108 cited
  • 2013An M/M/c/N queuing system with reneging and retention of reneged customers12 cited

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