IDEAS home Printed from https://ideas.repec.org/a/eee/ejores/v147y2003i3p464-483.html
   My bibliography  Save this article

Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center

Author

Listed:
  • Aksin, O. Zeynep
  • Harker, Patrick T.

Abstract

No abstract is available for this item.

Suggested Citation

  • Aksin, O. Zeynep & Harker, Patrick T., 2003. "Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center," European Journal of Operational Research, Elsevier, vol. 147(3), pages 464-483, June.
    • Handle: RePEc:eee:ejores:v:147:y:2003:i:3:p:464-483
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0377-2217(02)00274-6
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Richard C. Larson, 1975. "Approximating the Performance of Urban Emergency Service Systems," Operations Research, INFORMS, vol. 23(5), pages 845-868, October.
    2. Adel Gaballa & Wayne Pearce, 1979. "Telephone Sales Manpower Planning at Qantas," Interfaces, INFORMS, vol. 9(3), pages 1-9, May.
    3. J. George Shanthikumar & David D. Yao, 1987. "Optimal Server Allocation in a System of Multi-Server Stations," Management Science, INFORMS, vol. 33(9), pages 1173-1180, September.
    4. Carl M. Harris & Karla L. Hoffman & Patsy B. Saunders, 1987. "Modeling the IRS Telephone Taxpayer Information System," Operations Research, INFORMS, vol. 35(4), pages 504-523, August.
    5. Linda Green & Peter Kolesar, 1984. "The Feasibility of One-Officer Patrol in New York City," Management Science, INFORMS, vol. 30(8), pages 964-981, August.
    6. Peter De Waal, 1993. "A constrained optimization problem for a processor sharing queue," Naval Research Logistics (NRL), John Wiley & Sons, vol. 40(5), pages 719-731, August.
    7. Khan, M. Riaz & Callahan, Barbara B., 1993. "Planning laboratory staffing with a queueing model," European Journal of Operational Research, Elsevier, vol. 67(3), pages 321-331, June.
    8. O. Zeynep Akc{s}in & Patrick T. Harker, 2001. "Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System," Management Science, INFORMS, vol. 47(2), pages 324-336, February.
    9. Phil Quinn & Bruce Andrews & Henry Parsons, 1991. "Allocating Telecommunications Resources at L. L. Bean, Inc," Interfaces, INFORMS, vol. 21(1), pages 75-91, February.
    10. Linda Green, 1985. "A Queueing System with General-Use and Limited-Use Servers," Operations Research, INFORMS, vol. 33(1), pages 168-182, February.
    11. Genji Yamazaki & Hirotaka Sakasegawa, 1987. "An Optimal Design Problem for Limited Processor Sharing Systems," Management Science, INFORMS, vol. 33(8), pages 1010-1019, August.
    12. Noah Gans & Garrett van Ryzin, 1997. "Optimal Control of a Multiclass, Flexible Queueing System," Operations Research, INFORMS, vol. 45(5), pages 677-693, October.
    13. Linda Green, 1984. "A Queueing System with Auxiliary Servers," Management Science, INFORMS, vol. 30(10), pages 1207-1216, October.
    14. Bruce Andrews & Henry Parsons, 1993. "Establishing Telephone-Agent Staffing Levels through Economic Optimization," Interfaces, INFORMS, vol. 23(2), pages 14-20, April.
    15. Yves Dallery & Kathryn E. Stecke, 1990. "On the Optimal Allocation of Servers and Workloads in Closed Queueing Networks," Operations Research, INFORMS, vol. 38(4), pages 694-703, August.
    16. Maier-Rothe, Christoph & Wolfe, Harry B., 1973. "Cyclical scheduling and allocation of nursing staff," Socio-Economic Planning Sciences, Elsevier, vol. 7(5), pages 471-487, October.
    17. Awi Federgruen & Henri Groenevelt, 1986. "The Greedy Procedure for Resource Allocation Problems: Necessary and Sufficient Conditions for Optimality," Operations Research, INFORMS, vol. 34(6), pages 909-918, December.
    18. Saligrama R. Agnihothri & Patricia F. Taylor, 1991. "Staffing a Centralized Appointment Scheduling Department in Lourdes Hospital," Interfaces, INFORMS, vol. 21(5), pages 1-11, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
    2. Delasay, Mohammad & Ingolfsson, Armann & Kolfal, Bora & Schultz, Kenneth, 2019. "Load effect on service times," European Journal of Operational Research, Elsevier, vol. 279(3), pages 673-686.
    3. Ger Koole & Auke Pot, 2011. "TECHNICAL NOTE---A Note on Profit Maximization and Monotonicity for Inbound Call Centers," Operations Research, INFORMS, vol. 59(5), pages 1304-1308, October.
    4. Legros, Benjamin & Jouini, Oualid, 2019. "On the scheduling of operations in a chat contact center," European Journal of Operational Research, Elsevier, vol. 274(1), pages 303-316.
    5. Aktekin, Tevfik, 2014. "Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling," European Journal of Operational Research, Elsevier, vol. 234(3), pages 709-719.
    6. S. Rahimi-Ghahroodi & A. Al Hanbali & W. H. M. Zijm & J. K. W. Ommeren & A. Sleptchenko, 2017. "Integrated planning of spare parts and service engineers with partial backlogging," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 39(3), pages 711-748, July.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Duder, John C. & Rosenwein, Moshe B., 2001. "Towards "zero abandonments" in call center performance," European Journal of Operational Research, Elsevier, vol. 135(1), pages 50-56, November.
    2. Castillo, Ignacio & Joro, Tarja & Li, Yong Yue, 2009. "Workforce scheduling with multiple objectives," European Journal of Operational Research, Elsevier, vol. 196(1), pages 162-170, July.
    3. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
    4. O. Zeynep Akc{s}in & Patrick T. Harker, 2001. "Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System," Management Science, INFORMS, vol. 47(2), pages 324-336, February.
    5. Defraeye, Mieke & Van Nieuwenhuyse, Inneke, 2016. "Staffing and scheduling under nonstationary demand for service: A literature review," Omega, Elsevier, vol. 58(C), pages 4-25.
    6. Ernst, A. T. & Jiang, H. & Krishnamoorthy, M. & Sier, D., 2004. "Staff scheduling and rostering: A review of applications, methods and models," European Journal of Operational Research, Elsevier, vol. 153(1), pages 3-27, February.
    7. Xiuli Chao & Liming Liu & Shaohui Zheng, 2003. "Resource Allocation in Multisite Service Systems with Intersite Customer Flows," Management Science, INFORMS, vol. 49(12), pages 1739-1752, December.
    8. Prakash Mirchandani & G. G. Hegde & Richard E. Wendell, 2001. "Enhancing Competitiveness of the Customer Loan Center at Promistar Financial Corporation," Interfaces, INFORMS, vol. 31(3), pages 28-43, June.
    9. Frenk, J.B.G. & Labbé, M. & van Vliet, M. & Zhang, S., 1994. "Improved algorithms for machine allocation in manufacturing systems," Econometric Institute Research Papers 11742, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
    10. Lee, Seung-Yup & Chinnam, Ratna Babu & Dalkiran, Evrim & Krupp, Seth & Nauss, Michael, 2021. "Proactive coordination of inpatient bed management to reduce emergency department patient boarding," International Journal of Production Economics, Elsevier, vol. 231(C).
    11. Schwarz, Justus Arne & Selinka, Gregor & Stolletz, Raik, 2016. "Performance analysis of time-dependent queueing systems: Survey and classification," Omega, Elsevier, vol. 63(C), pages 170-189.
    12. Robert M. Saltzman & Vijay Mehrotra, 2001. "A Call Center Uses Simulation to Drive Strategic Change," Interfaces, INFORMS, vol. 31(3), pages 87-101, June.
    13. Tolga Çezik & Oktay Günlük & Hanan Luss, 2001. "An integer programming model for the weekly tour scheduling problem," Naval Research Logistics (NRL), John Wiley & Sons, vol. 48(7), pages 607-624, October.
    14. Rust, Roland T. & Metters, Richard, 1996. "Mathematical models of service," European Journal of Operational Research, Elsevier, vol. 91(3), pages 427-439, June.
    15. S Casado & M Laguna & J Pacheco, 2005. "Heuristical labour scheduling to optimize airport passenger flows," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 56(6), pages 649-658, June.
    16. Linda V. Green & Peter J. Kolesar & João Soares, 2001. "Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands," Operations Research, INFORMS, vol. 49(4), pages 549-564, August.
    17. Refael Hassin & Yair Y. Shaki & Uri Yovel, 2015. "Optimal service‐capacity allocation in a loss system," Naval Research Logistics (NRL), John Wiley & Sons, vol. 62(2), pages 81-97, March.
    18. Bitran, Gabriel R. & Morabito, Reinaldo., 1994. "Open queueing networks : optimization and performance evaluation models for discrete manufacturing systems," Working papers 3743-94., Massachusetts Institute of Technology (MIT), Sloan School of Management.
    19. Subba Rao, S. & Gunasekaran, A. & Goyal, S. K. & Martikainen, T., 1998. "Waiting line model applications in manufacturing," International Journal of Production Economics, Elsevier, vol. 54(1), pages 1-28, January.
    20. Jan A. Van Mieghem & Nils Rudi, 2002. "Newsvendor Networks: Inventory Management and Capacity Investment with Discretionary Activities," Manufacturing & Service Operations Management, INFORMS, vol. 4(4), pages 313-335, August.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:ejores:v:147:y:2003:i:3:p:464-483. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/eor .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.