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

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References

1989Handbooks in operations research and management science2,388 cited
2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
2003Service Management: Operations, Strategy, Information Technology1,083 cited
2005Statistical Analysis of a Telephone Call Center804 cited
1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
2004Service Management722 cited
2002Designing a Call Center with Impatient Customers576 cited
2004Dimensioning Large Call Centers342 cited
1963Stochastic Service Systems.327 cited
1988Managing services : marketing, operations, and human resources319 cited
1995From Project to Process Management: An Empirically-Based Framework for Analyzing Product Development Time298 cited
2005Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue275 cited
2006Fluid Models for Multiserver Queues with Abandonments268 cited
2002Service Management -Operations Strategy, and Information Technology- A. Fitzsimmons & Mona J. Fitzsimmons 지음 McGraw-Hill Inc, 2001248 cited
2005Engineering Solution of a Basic Call-Center Model170 cited

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2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models158 cited

Cited by

2020Managing Supply in the On-Demand Economy: Flexible Workers, Full-Time Employees, or Both?82 cited
2013Data-stories about (im)patient customers in tele-queues69 cited
2009Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments69 cited
2013Many-server Queues with Customer Abandonment: Numerical Analysis of their Diffusion Model60 cited
2015Service Systems with Slowdowns: Potential Failures and Proposed Solutions58 cited
2011Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers49 cited
2012Controlling excessive waiting times in small service systems with time-varying demand: An extension of the ISA algorithm42 cited
2010Practical scheduling for call center operations42 cited
2013Excursion-Based Universal Approximations for the Erlang-A Queue in Steady-State38 cited
2012Staffing Call Centers with Impatient Customers: Refinements to Many-Server Asymptotics33 cited
2011The Single Server Queue with Catastrophes and Geometric Reneging32 cited
2012Many-server queues with customer abandonment: A survey of diffusion and fluid approximations31 cited
2016Discovering Queues from Event Logs with Varying Levels of Information28 cited
2006Evaluating Arrival Rate Uncertainty in Call Centers28 cited
2013Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling27 cited
2007Partial cross training in call centers with uncertain arrivals and global service level agreements22 cited