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Call center simulation modeling: methods, challenges, and opportunities
5 references·7 citing·48 second hop
Call center simulation modeling: methods, challenges, and opportunities (2004)Call center simulation modeling: methods,…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …The Efficiency-Quality Trade-Off of Cross-Trained Workers (2000)The Efficiency-Quality Trade-…Operational determinants of caller satisfaction in the call center (2000)Operational determinants of c…A model for rational abandonments from invisible queues (2000)A model for rational abandonm…Establishing Telephone-Agent Staffing Levels through Economic Optimization (1993)Establishing Telephone-Agent …An Information Stock Model of Customer Behavior in Multichannel Customer Support Services (2015)An Information Stock Model of…A systematic two phase approach for the nurse rostering problem (2012)A systematic two phase approa…Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing (2011)Density Forecasting of Intrad…Comparison of Call Center models (2009)Comparison of Call Center mod…Modeling and Simulation of Call Centers (2006)Modeling and Simulation of Ca…Modeling and Optimization Problems in Contact Centers (2006)Modeling and Optimization Pro…Modeling and simulation of call centers (2005)Modeling and simulation of ca…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Proceedings of the 2002 Winter Simulation Conference (2002)Dimensioning Large Call Centers (2004)Foundations and Implications of a Proposed Unified Services Theory (2006)The Operator-Scheduling Problem: A Network-Flow Approach (1974)On Manpower Scheduling Algorithms (1982)L. L. Bean Improves Call-Center Forecasting (1995)Reexamining the Nurse Scheduling Problem: Staffing Ratios and Nursing Shortages* (2006)Forecasting emergency medical service call arrival rates (2011)Design Patterns: Elements of Reusable Object-Oriented Software (1994)Staff scheduling and rostering: A review of applications, methods and models (2003)The State of the Art of Nurse Rostering (2004)The nurse rostering problem: A critical appraisal of the problem structure (2009)Integer programming techniques for the nurse rostering problem (2014)A hybrid Integer Programming and Variable Neighbourhood Search algorithm to solve Nurse Rostering Problems (2016)Technology-based service delivery: A classification scheme for developing marketing strategies (1994)Service quality in call centres: implications for customer loyalty (2002)Service Encounters as a Sequence of Events (2004)Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2016)THE LEARNING CURVE: HISTORICAL REVIEW AND COMPREHENSIVE SURVEY (1979)Fundamentals of queueing theory (2nd ed.). (1985)A Review and an Integration of Research on Job Burnout (1993)Managing Learning and Turnover in Employee Staffing (2002)An integrated nurse staffing and scheduling analysis for longer-term nursing staff allocation problems (2012)Applications of learning curves in production and operations management: A systematic literature review (2018)Stochastic Modeling and the Theory of Queues (1989)Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Contact center: information systems design (2010)Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers (2015)Theory of Modeling and Simulation (2018)Existence and Uniqueness of Equilibrium Points for Concave N-Person Games (1965)Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue (1990)What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation (1996)Optimal and equilibrium balking strategies in the single server Markovian queue with catastrophes (2011)The Psychology of Decisions to Abandon Waits for Service (2011)Impact of Delay Announcements in Call Centers: An Empirical Approach (2016)Evaluating Interval Forecasts (1998)CAViaR (2004)Forecasting in telecommunications and ICT—A review (2015)The impact of special days in call arrivals forecasting: A neural network approach to modelling special days (2016)Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting (2020)Conditional logit analysis of qualitative choice behavior (1972)Customer satisfaction and loyalty in online and offline environments (2003)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Statistical Analysis of a Telephone Call Center (2005)On the modeling and forecasting of call center arrivals (2012)Modeling and forecasting call center arrivals: A literature survey and a case study (2016)Rate-Based Daily Arrival Process Models with Application to Call Centers (2016)
this work references cited by second hop

References

  • 2002Designing a Call Center with Impatient Customers576 cited
  • 2000Operational determinants of caller satisfaction in the call center187 cited
  • 2000The Efficiency-Quality Trade-Off of Cross-Trained Workers141 cited
  • 2000A model for rational abandonments from invisible queues106 cited
  • 1993Establishing Telephone-Agent Staffing Levels through Economic Optimization72 cited

Cited by

  • 2012A systematic two phase approach for the nurse rostering problem112 cited
  • 2011Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing64 cited
  • 2006Modeling and Simulation of Call Centers49 cited
  • 2005Modeling and simulation of call centers33 cited
  • 2015An Information Stock Model of Customer Behavior in Multichannel Customer Support Services26 cited
  • 2006Modeling and Optimization Problems in Contact Centers21 cited
  • 2009Comparison of Call Center models13 cited

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