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Call Centers in Financial Services: Strategies, Technologies, and Operations
16 references·3 citing·36 second hop
Call Centers in Financial Services: Strategies, Technologies, and Operations (2000)Call Centers in Financial Services: Strat…JIT Manufacturing: A Survey of Implementations in Small and Large U.S. Manufacturers (1999)JIT Manufacturing: A Survey o…Improving Service by Informing Customers About Anticipated Delays (1999)Improving Service by Informin…Server Staffing to Meet Time-Varying Demand (1996)Server Staffing to Meet Time-…A Psychological Perspective on Service Segmentation Models: The Significance of Accounting for Consumers’ Perceptions of Waiting and Service (1995)A Psychological Perspective o…The Impact of Autocorrelation on Queuing Systems (1993)The Impact of Autocorrelation…The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals (1991)The Pointwise Stationary Appr…Loss Networks (1991)Loss NetworksA survey of retrial queues (1990)A survey of retrial queuesOR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing (1987)OR Forum—Perspectives on Queu…Optimal control of service rates in networks of queues (1987)Optimal control of service ra…Optimal control of admission to a quenching system (1985)Optimal control of admission …On Manpower Scheduling Algorithms (1982)On Manpower Scheduling Algori…Time Series Analysis: Forecasting and Control (1977)Time Series Analysis: Forecas…A Classified Bibliography of Research on Optimal Design and Control of Queues (1977)A Classified Bibliography of …Applying a New Device in the Optimization of Exponential Queuing Systems (1975)Applying a New Device in the …Time Series Analysis Forecasting and Control. (1971)Time Series Analysis Forecast…Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers (2015)Inter-dependent, heterogeneou…Real‐Time Work Schedule Adjustment Decisions: An Investigation and Evaluation (2004)Real‐Time Work Schedule Adjus…Performance analysis of an inbound call center with skills-based routing (2004)Performance analysis of an in…Optimality of the shortest line discipline (1977)A survey of Markov decision models for control of networks of queues (1993)Dynamic Control of a Queue with Adjustable Service Rate (2001)Optimal Stock Allocation for a Capacitated Supply System (2002)Stochastic Modeling and the Theory of Queues (1989)Reliability Analysis of the Retrial Queue with Server Breakdowns and Repairs (2001)Optimal design and control of queues (2005)World class manufacturing : the lessons of simplicity applied (1986)The machine that changed the world (1992)Workers' Education, Spillovers, and Productivity: Evidence from Plant-Level Production Functions (2004)Could lean production job design be intrinsically motivating? Contextual, configurational, and levels‐of‐analysis issues (2005)Sustainable consumption and production for Asia: sustainability through green design and practice (2012)A Study of the Toyota Production System From an Industrial Engineering Viewpoint (2019)Jobshop-Like Queueing Systems (1963)The Regulation of Queue Size by Levying Tolls (1969)User Delay Costs and Internal Pricing for a Service Facility (1990)Airline Yield Management with Overbooking, Cancellations, and No-Shows (1999)Coordination of Pricing and Inventory Decisions: A Survey and Classification (2004)Jobshop-Like Queueing Systems (2004)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)Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands (2001)Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Consumer Value: A Framework for Analysis and Research (1999)Understanding Service Convenience (2002)The Randomization Technique as a Modeling Tool and Solution Procedure for Transient Markov Processes (1984)Control Techniques for Complex Networks (2007)Distribution of the Estimators for Autoregressive Time Series with a Unit Root (1979)Likelihood Ratio Statistics for Autoregressive Time Series with a Unit Root (1981)Generalized autoregressive conditional heteroskedasticity (1986)Effective bandwidths at multi-class queues (1991)Networks of infinite-server queues with nonstationary Poisson input (1993)Some recent development in a concept of causality (1988)Unit root tests in panel data: asymptotic and finite-sample properties (2002)
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References

  • 1977Time Series Analysis: Forecasting and Control19,200 cited
  • 1971Time Series Analysis Forecasting and Control.6,714 cited
  • 1975Applying a New Device in the Optimization of Exponential Queuing Systems713 cited
  • 1991Loss Networks601 cited
  • 1990A survey of retrial queues488 cited
  • 1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing460 cited
  • 1999JIT Manufacturing: A Survey of Implementations in Small and Large U.S. Manufacturers417 cited
  • 1985Optimal control of admission to a quenching system411 cited
  • 1991The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals257 cited
  • 1987Optimal control of service rates in networks of queues248 cited
  • 1996Server Staffing to Meet Time-Varying Demand226 cited
  • 1999Improving Service by Informing Customers About Anticipated Delays221 cited
  • 1977A Classified Bibliography of Research on Optimal Design and Control of Queues194 cited
  • 1993The Impact of Autocorrelation on Queuing Systems177 cited
  • 1982On Manpower Scheduling Algorithms171 cited
  • 1995

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A Psychological Perspective on Service Segmentation Models: The Significance of Accounting for Consumers’ Perceptions of Waiting and Service
141 cited

Cited by

  • 2004Real‐Time Work Schedule Adjustment Decisions: An Investigation and Evaluation50 cited
  • 2004Performance analysis of an inbound call center with skills-based routing28 cited
  • 2015Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers27 cited