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A Practice-Oriented Overview of Call Center Workforce Planning
16 references·0 citing·38 second hop
A Practice-Oriented Overview of Call Center Workforce Planning (2023)A Practice-Oriented Overview of Call Cent…When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity (2014)When Does the Devil Make Work…Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes? (2014)Are Call Center and Hospital …Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing Multiskill Call Cent…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Engineering Solution of a Basic Call-Center Model (2005)Engineering Solution of a Bas…Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Call Centers with Impatient C…A Staffing Algorithm for Call Centers with Skill-Based Routing (2005)A Staffing Algorithm for Call…Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule (2004)Scheduling Flexible Servers w…On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)On Customer Contact Centers w…Modeling Daily Arrivals to a Telephone Call Center (2004)Modeling Daily Arrivals to a …Contact Centers with a Call-Back Option and Real-Time Delay Information (2004)Contact Centers with a Call-B…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals (1991)The Pointwise Stationary Appr…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Heavy-Traffic Limits for Queu…Forecasting principles and practiceForecasting principles and pr…Approximating a Point Process by a Renewal Process, I: Two Basic Methods (1982)An introduction to queueing theory (1993)Designing a Call Center with Impatient Customers (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)The measurement of experienced burnout (1981)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)The power of two choices in randomized load balancing (2001)Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Workforce Planning Incorporating Skills: State of the Art (2014)Toward a theory of task motivation and incentives (1968)Econometric Analysis of Cross Section and Panel Data (2001)Measuring and Explaining Management Practices Across Firms and Countries (2007)Volume Flexibility in Services: The Costs and Benefits of Flexible Labor Resources (2014)Plant Operations and Product Recalls in the Automotive Industry: An Empirical Investigation (2016)Gender Inequality in Research Productivity During the COVID-19 Pandemic (2021)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)Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method (2006)Queue-and-Idleness-Ratio Controls in Many-Server Service Systems (2009)Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing (2009)Observing Stochastic Processes, and Approximate Transform Inversion (1966)Theory, Volume 1, Queueing Systems (1975)Applications of Queueing Theory (1985)The Physics of the Mt/G/∞ Queue (1993)Server Staffing to Meet Time-Varying Demand (1996)Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands (2001)Martingale proofs of many-server heavy-traffic limits for Markovian queues (2007)Call center outsourcing: Coordinating staffing level and service quality (2008)The Impact of Delay Announcements in Many-Server Queues with Abandonment (2008)A Comparison of ARIMA and LSTM in Forecasting Time Series (2018)The Performance of LSTM and BiLSTM in Forecasting Time Series (2019)Recurrent Neural Networks for Time Series Forecasting: Current status and future directions (2020)
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References

  • n.d.Forecasting principles and practice4,364 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
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule326 cited
  • 2014When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity293 cited
  • 2005Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue275 cited
  • 1991The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals257 cited
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
  • 2004On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design190 cited
  • 2008Staffing Multiskill Call Centers via Linear Programming and Simulation180 cited
  • 2014Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes?175 cited

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  • 2005Engineering Solution of a Basic Call-Center Model170 cited
  • 2004Contact Centers with a Call-Back Option and Real-Time Delay Information169 cited
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