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Modeling and Simulation of Call Centers
16 references·7 citing·34 second hop
Modeling and Simulation of Call Centers (2006)Modeling and Simulation of Call CentersStaffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing Multiskill Call Cent…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…A Method for Staffing Large Call Centers Based on Stochastic Fluid Models (2005)A Method for Staffing Large C…Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule (2004)Scheduling Flexible Servers w…Modeling Daily Arrivals to a Telephone Call Center (2004)Modeling Daily Arrivals to a …Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Call Center Staffing with Simulation and Cutting Plane Methods (2004)Call Center Staffing with Sim…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…Managing uncertainty in call centres using Poisson mixtures (2001)Managing uncertainty in call …Dynamic scheduling of a system with two parallel servers in heavy traffic with resource pooling: asymptotic optimality of a threshold policy (2001)Dynamic scheduling of a syste…Investment Strategies for Flexible Resources (1998)Investment Strategies for Fle…Dynamic Scheduling with Convex Delay Costs: The Generalized $c|mu$ Rule (1995)Dynamic Scheduling with Conve…The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals (1991)The Pointwise Stationary Appr…Stochastic Modeling and the Theory of Queues (1989)Stochastic Modeling and the T…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Heavy-Traffic Limits for Queu…Rate-Based Daily Arrival Process Models with Application to Call Centers (2016)Rate-Based Daily Arrival Proc…Modeling and forecasting call center arrivals: A literature survey and a case study (2016)Modeling and forecasting call…Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers (2015)Inter-dependent, heterogeneou…On the modeling and forecasting of call center arrivals (2012)On the modeling and forecasti…Contact center: information systems design (2010)Contact center: information s…Benefits of cross-training in a skill-based routing contact center with priority queues and impatient customers (2009)Benefits of cross-training in…Modeling and Optimization Problems in Contact Centers (2006)Modeling and Optimization Pro…Retrial Queues (1997)Designing a Call Center with Impatient Customers (2002)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Brownian Motion and Stochastic Flow Systems. (1987)Numerical Methods for Stochastic Control Problems in Continuous Time (1990)Principles on the Benefits of Manufacturing Process Flexibility (1995)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Maximum Pressure Policies in Stochastic Processing Networks (2005)Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method (2006)Approximating a Point Process by a Renewal Process, I: Two Basic Methods (1982)An introduction to queueing theory (1993)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Stability properties of constrained queueing systems and scheduling policies for maximum throughput in multihop radio networks (1992)Achieving 100% throughput in an input-queued switch (2002)MaxWeight scheduling in a generalized switch: State space collapse and workload minimization in heavy traffic (2004)Queue-and-Idleness-Ratio Controls in Many-Server Service Systems (2009)Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing (2009)Introduction to Queueing Theory. (1982)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)The Economics of Modern Manufacturing: Technology, Strategy, and Organization (1990)Investment Under Uncertainty. (1994)Monotone Comparative Statics (1994)Managing Capacity in the High-Tech Industry: A Review of Literature (2005)Strategic Technology Choice and Capacity Investment Under Demand Uncertainty (2007)An examination of the relationship between manufacturing flexibility and firm performance (2010)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Forecasting: theory and practice (2022)Feature Article: Optimization for simulation: Theory vs. Practice (2002)Simulation modeling for analysis (2010)Heavy traffic analysis of a system with parallel servers: asymptotic optimality of discrete-review policies (1998)Mathematical methods to study the polling systems (2006)A Theoretical Framework for Managing the New Product Development Portfolio: When and How to Use Strategic Buckets (2008)
this work references cited by second hop

References

  • 1989Stochastic Modeling and the Theory of Queues1,605 cited
  • 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
  • 1998Investment Strategies for Flexible Resources350 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule326 cited
  • 2002Queueing Models of Call Centers: An Introduction323 cited
  • 2001Dynamic scheduling of a system with two parallel servers in heavy traffic with resource pooling: asymptotic optimality of a threshold policy284 cited
  • 1995Dynamic Scheduling with Convex Delay Costs: The Generalized $c|mu$ Rule277 cited
  • 1991The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals257 cited
  • 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
  • 2008Staffing Multiskill Call Centers via Linear Programming and Simulation180 cited
  • 2004Call Center Staffing with Simulation and Cutting Plane Methods171 cited
  • 2001Managing uncertainty in call centres using Poisson mixtures

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163 cited
  • 2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models158 cited
  • Cited by

    • 2016Modeling and forecasting call center arrivals: A literature survey and a case study95 cited
    • 2012On the modeling and forecasting of call center arrivals45 cited
    • 2016Rate-Based Daily Arrival Process Models with Application to Call Centers34 cited
    • 2009Benefits of cross-training in a skill-based routing contact center with priority queues and impatient customers33 cited
    • 2015Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers27 cited
    • 2006Modeling and Optimization Problems in Contact Centers21 cited
    • 2010Contact center: information systems design16 cited