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Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers · Study

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ChapterService Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers

Avishai Mandelbaum2006

Chapter2006

Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers

Avishai Mandelbaum · Sergey Zeltyn

108 citations·0/0 files stored·Springer eBooks

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Advanced Queuing Theory Analysis Service-Oriented Architecture and Web Services Petri Nets in System Modeling

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References

1989Handbooks in operations research and management science 2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2003Service Management: Operations, Strategy, Information Technology 2005Statistical Analysis of a Telephone Call Center 1981Heavy-Traffic Limits for Queues with Many Exponential Servers 2004Service Management 2002Designing a Call Center with Impatient Customers 2004Dimensioning Large Call Centers

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2020Managing Supply in the On-Demand Economy: Flexible Workers, Full-Time Employees, or Both?2009Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments 2013Data-stories about (im)patient customers in tele-queues 2013Many-server Queues with Customer Abandonment: Numerical Analysis of their Diffusion Model 2015Service Systems with Slowdowns: Potential Failures and Proposed Solutions 2011Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers

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2015Staffing and scheduling under nonstationary demand for service: A literature reviewarticle · 11 shared references 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centersarticle · 11 shared references 2010Service Engineering: Data-Based Course Development and Teachingarticle · 11 shared references 2017Managing Queueing Systems Where Capacity is Random and Customers are Impatientarticle · 10 shared references 2009Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreementsarticle · 10 shared references 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeismarticle · 9 shared references

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Year2006

Typechapter

Published2006-12-01

VenueSpringer eBooks

Languageen

Citations108

Files0 public / 0

ShelfAdvanced Queuing Theory Analysis

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doi10.1007/978-3-540-29860-1_2

openalex_workW49236231

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2012Controlling excessive waiting times in small service systems with time-varying demand: An extension of the ISA algorithm

2010Practical scheduling for call center operations