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Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

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Cited by:

  1. James W. Taylor, 2012. "Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing," Management Science, INFORMS, vol. 58(3), pages 534-549, March.
  2. De Munck, Thomas & Chevalier, Philippe & Tancrez, Jean-Sébastien, 2023. "Managing priorities on on-demand service platforms with waiting time differentiation," International Journal of Production Economics, Elsevier, vol. 266(C).
  3. Elvin Coban & Aliza Heching & Alan Scheller‐Wolf, 2019. "Service Center Staffing with Cross‐Trained Agents and Heterogeneous Customers," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 788-809, April.
  4. Jing Dong & Rouba Ibrahimb, 2020. "Managing Supply in the On-Demand Economy: Flexible Workers, Full-Time Employees, or Both?," Operations Research, INFORMS, vol. 68(4), pages 1238-1264, July.
  5. Ekin, Tahir & Aktekin, Tevfik, 2021. "Decision making under uncertain and dependent system rates in service systems," European Journal of Operational Research, Elsevier, vol. 291(1), pages 335-348.
  6. Taylor, James W. & Snyder, Ralph D., 2012. "Forecasting intraday time series with multiple seasonal cycles using parsimonious seasonal exponential smoothing," Omega, Elsevier, vol. 40(6), pages 748-757.
  7. Ward Whitt, 2018. "A broad view of queueing theory through one issue," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 3-14, June.
  8. Jónas Oddur Jónasson & Sarang Deo & Jérémie Gallien, 2017. "Improving HIV Early Infant Diagnosis Supply Chains in Sub-Saharan Africa: Models and Application to Mozambique," Operations Research, INFORMS, vol. 65(6), pages 1479-1493, December.
  9. Avishai Mandelbaum & Petar Momčilović, 2017. "Personalized queues: the customer view, via a fluid model of serving least-patient first," Queueing Systems: Theory and Applications, Springer, vol. 87(1), pages 23-53, October.
  10. Merve Bodur & James R. Luedtke, 2017. "Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty," Management Science, INFORMS, vol. 63(7), pages 2073-2091, July.
  11. Barrow, Devon & Kourentzes, Nikolaos, 2018. "The impact of special days in call arrivals forecasting: A neural network approach to modelling special days," European Journal of Operational Research, Elsevier, vol. 264(3), pages 967-977.
  12. J. G. Dai & Shuangchi He, 2010. "Customer Abandonment in Many-Server Queues," Mathematics of Operations Research, INFORMS, vol. 35(2), pages 347-362, May.
  13. Walsh Zuñiga, Alexander, 2014. "Fluid limits of many-server queues with abandonments, general service and continuous patience time distributions," Stochastic Processes and their Applications, Elsevier, vol. 124(3), pages 1436-1468.
  14. Dietz, Dennis C., 2011. "Practical scheduling for call center operations," Omega, Elsevier, vol. 39(5), pages 550-557, October.
  15. Smirnov, Dmitry & Huchzermeier, Arnd, 2020. "Analytics for labor planning in systems with load-dependent service times," European Journal of Operational Research, Elsevier, vol. 287(2), pages 668-681.
  16. Zeynep Akşin & Barış Ata & Seyed Morteza Emadi & Che-Lin Su, 2013. "Structural Estimation of Callers' Delay Sensitivity in Call Centers," Management Science, INFORMS, vol. 59(12), pages 2727-2746, December.
  17. Rouba Ibrahim & Pierre L'Ecuyer, 2013. "Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and Bivariate Models," Manufacturing & Service Operations Management, INFORMS, vol. 15(1), pages 72-85, May.
  18. Robbins, Thomas R. & Harrison, Terry P., 2010. "A stochastic programming model for scheduling call centers with global Service Level Agreements," European Journal of Operational Research, Elsevier, vol. 207(3), pages 1608-1619, December.
  19. Zohar Feldman & Avishai Mandelbaum & William A. Massey & Ward Whitt, 2008. "Staffing of Time-Varying Queues to Achieve Time-Stable Performance," Management Science, INFORMS, vol. 54(2), pages 324-338, February.
  20. Song-Hee Kim & Ward Whitt, 2013. "Statistical Analysis with Little's Law," Operations Research, INFORMS, vol. 61(4), pages 1030-1045, August.
  21. Jerome Niyirora & Jamol Pender, 2016. "Optimal staffing in nonstationary service centers with constraints," Naval Research Logistics (NRL), John Wiley & Sons, vol. 63(8), pages 615-630, December.
  22. Nabil Channouf & Pierre L’Ecuyer & Armann Ingolfsson & Athanassios Avramidis, 2007. "The application of forecasting techniques to modeling emergency medical system calls in Calgary, Alberta," Health Care Management Science, Springer, vol. 10(1), pages 25-45, February.
  23. Tolga Tezcan & J. G. Dai, 2010. "Dynamic Control of N -Systems with Many Servers: Asymptotic Optimality of a Static Priority Policy in Heavy Traffic," Operations Research, INFORMS, vol. 58(1), pages 94-110, February.
  24. Ward Whitt, 2006. "Staffing a Call Center with Uncertain Arrival Rate and Absenteeism," Production and Operations Management, Production and Operations Management Society, vol. 15(1), pages 88-102, March.
  25. Andrea BASTIANIN & Marzio GALEOTTI & Matteo MANERA, 2011. "Forecast evaluation in call centers: combined forecasts, flexible loss functions and economic criteria," Departmental Working Papers 2011-08, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
  26. Kilinc, Derya & Saghafian, Soroush & Traub, Stephen, 2016. "Dynamic Assignment of Patients to Primary and Secondary Inpatient Units: Is Patience a Virtue?," Working Paper Series rwp17-010, Harvard University, John F. Kennedy School of Government.
  27. Achal Bassamboo & J. Michael Harrison & Assaf Zeevi, 2006. "Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method," Operations Research, INFORMS, vol. 54(3), pages 419-435, June.
  28. Lawrence Brown & Xin Fu & Linda Zhao, 2011. "Confidence intervals for nonparametric regression," Journal of Nonparametric Statistics, Taylor & Francis Journals, vol. 23(1), pages 149-163.
  29. Ward Whitt, 2007. "What you should know about queueing models to set staffing requirements in service systems," Naval Research Logistics (NRL), John Wiley & Sons, vol. 54(5), pages 476-484, August.
  30. Rouba Ibrahim & Mor Armony & Achal Bassamboo, 2017. "Does the Past Predict the Future? The Case of Delay Announcements in Service Systems," Management Science, INFORMS, vol. 63(6), pages 1762-1780, June.
  31. Rosa Virginia Encinas Quille & Felipe Valencia de Almeida & Joshua Borycz & Pedro Luiz Pizzigatti Corrêa & Lucia Vilela Leite Filgueiras & Jeaneth Machicao & Gustavo Matheus de Almeida & Edson Toshimi, 2023. "Performance Analysis Method for Robotic Process Automation," Sustainability, MDPI, vol. 15(4), pages 1-19, February.
  32. Boris N. Oreshkin & Nazim Réegnard & Pierre L’Ecuyer, 2016. "Rate-Based Daily Arrival Process Models with Application to Call Centers," Operations Research, INFORMS, vol. 64(2), pages 510-527, April.
  33. Huang M. L. & Pollanen M. & Yuen W. K., 2007. "An Efficient Randomized Quasi-Monte Carlo Algorithm for the Pareto Distribution," Monte Carlo Methods and Applications, De Gruyter, vol. 13(1), pages 1-20, April.
  34. Alessandro Arlotto & Stephen E. Chick & Noah Gans, 2014. "Optimal Hiring and Retention Policies for Heterogeneous Workers Who Learn," Management Science, INFORMS, vol. 60(1), pages 110-129, January.
  35. Xu Sun & Yunan Liu, 2021. "Staffing many‐server queues with autoregressive inputs," Naval Research Logistics (NRL), John Wiley & Sons, vol. 68(3), pages 312-326, April.
  36. Noah Gans & Yong-Pin Zhou, 2007. "Call-Routing Schemes for Call-Center Outsourcing," Manufacturing & Service Operations Management, INFORMS, vol. 9(1), pages 33-50, May.
  37. Pascal-Philipp Noellenburg & Arthur Dill, 2022. "Visual Business Analytics: Using the Example of a Call Center," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(4), pages 7-16, May.
  38. Song‐Hee Kim & Ward Whitt, 2014. "Choosing arrival process models for service systems: Tests of a nonhomogeneous Poisson process," Naval Research Logistics (NRL), John Wiley & Sons, vol. 61(1), pages 66-90, February.
  39. Ibrahim, Rouba & Ye, Han & L’Ecuyer, Pierre & Shen, Haipeng, 2016. "Modeling and forecasting call center arrivals: A literature survey and a case study," International Journal of Forecasting, Elsevier, vol. 32(3), pages 865-874.
  40. Ding, S. & Koole, G. & van der Mei, R.D., 2015. "On the estimation of the true demand in call centers with redials and reconnects," European Journal of Operational Research, Elsevier, vol. 246(1), pages 250-262.
  41. 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.
  42. Guo, Pengfei & Sun, Wei & Wang, Yulan, 2011. "Equilibrium and optimal strategies to join a queue with partial information on service times," European Journal of Operational Research, Elsevier, vol. 214(2), pages 284-297, October.
  43. Yi-Tui Chen, 2019. "An Examination of the Determination of Medical Capacity under a National Health Insurance Program," IJERPH, MDPI, vol. 16(7), pages 1-13, April.
  44. Anthony Ebert & Ritabrata Dutta & Kerrie Mengersen & Antonietta Mira & Fabrizio Ruggeri & Paul Wu, 2021. "Likelihood‐free parameter estimation for dynamic queueing networks: Case study of passenger flow in an international airport terminal," Journal of the Royal Statistical Society Series C, Royal Statistical Society, vol. 70(3), pages 770-792, June.
  45. Avishai Mandelbaum & Sergey Zeltyn, 2009. "Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers," Operations Research, INFORMS, vol. 57(5), pages 1189-1205, October.
  46. Jeunghyun Kim & Ramandeep S. Randhawa & Amy R. Ward, 2018. "Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems," Manufacturing & Service Operations Management, INFORMS, vol. 20(2), pages 285-301, May.
  47. Tanaka, Masahiro & Yanagisawa, Daichi & Nishinari, Katsuhiro, 2018. "Exclusive queueing model including the choice of service windows," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 490(C), pages 1481-1492.
  48. Brezavšček Alenka & Baggia Alenka, 2014. "Optimization of a Call Centre Performance Using the Stochastic Queueing Models," Business Systems Research, Sciendo, vol. 5(3), pages 6-18, September.
  49. Qi‐Ming He & Jingui Xie & Xiaobo Zhao, 2012. "Priority queue with customer upgrades," Naval Research Logistics (NRL), John Wiley & Sons, vol. 59(5), pages 362-375, August.
  50. Petropoulos, Fotios & Apiletti, Daniele & Assimakopoulos, Vassilios & Babai, Mohamed Zied & Barrow, Devon K. & Ben Taieb, Souhaib & Bergmeir, Christoph & Bessa, Ricardo J. & Bijak, Jakub & Boylan, Joh, 2022. "Forecasting: theory and practice," International Journal of Forecasting, Elsevier, vol. 38(3), pages 705-871.
    • Fotios Petropoulos & Daniele Apiletti & Vassilios Assimakopoulos & Mohamed Zied Babai & Devon K. Barrow & Souhaib Ben Taieb & Christoph Bergmeir & Ricardo J. Bessa & Jakub Bijak & John E. Boylan & Jet, 2020. "Forecasting: theory and practice," Papers 2012.03854, arXiv.org, revised Jan 2022.
  51. B. Krishna Kumar & R. Sankar & R. Navaneetha Krishnan & R. Rukmani, 2022. "Performance Analysis of Multi-processor Two-Stage Tandem Call Center Retrial Queues with Non-Reliable Processors," Methodology and Computing in Applied Probability, Springer, vol. 24(1), pages 95-142, March.
  52. Chenguang (Allen) Wu & Achal Bassamboo & Ohad Perry, 2019. "Service System with Dependent Service and Patience Times," Management Science, INFORMS, vol. 65(3), pages 1151-1172, March.
  53. Kaan Kuzu & Refik Soyer, 2018. "Bayesian modeling of abandonments in ticket queues," Naval Research Logistics (NRL), John Wiley & Sons, vol. 65(6-7), pages 499-521, September.
  54. René Bekker & Dennis Moeke & Bas Schmidt, 2019. "Keeping pace with the ebbs and flows in daily nursing home operations," Health Care Management Science, Springer, vol. 22(2), pages 350-363, June.
  55. Mengzhi Ma & Houming Fan & Xiaodan Jiang & Zhenfeng Guo, 2019. "Truck Arrivals Scheduling with Vessel Dependent Time Windows to Reduce Carbon Emissions," Sustainability, MDPI, vol. 11(22), pages 1-26, November.
  56. Z. Justin Ren & Yong-Pin Zhou, 2008. "Call Center Outsourcing: Coordinating Staffing Level and Service Quality," Management Science, INFORMS, vol. 54(2), pages 369-383, February.
  57. Opher Baron & Joseph Milner, 2009. "Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements," Operations Research, INFORMS, vol. 57(3), pages 685-700, June.
  58. Liu, Yunan & Whitt, Ward, 2017. "Stabilizing performance in a service system with time-varying arrivals and customer feedback," European Journal of Operational Research, Elsevier, vol. 256(2), pages 473-486.
  59. Chen, Xi & Hewitt, Mike & Thomas, Barrett W., 2018. "An approximate dynamic programming method for the multi-period technician scheduling problem with experience-based service times and stochastic customers," International Journal of Production Economics, Elsevier, vol. 196(C), pages 122-134.
  60. James W. Taylor, 2008. "A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center," Management Science, INFORMS, vol. 54(2), pages 253-265, February.
  61. Civelek, Ismail & Biller, Bahar & Scheller-Wolf, Alan, 2021. "Impact of dependence on single-server queueing systems," European Journal of Operational Research, Elsevier, vol. 290(3), pages 1031-1045.
  62. Li, Dongmin & Hu, Qingpei & Wang, Lujia & Yu, Dan, 2019. "Statistical inference for Mt/G/Infinity queueing systems under incomplete observations," European Journal of Operational Research, Elsevier, vol. 279(3), pages 882-901.
  63. Li Xiao & Susan H. Xu & David D. Yao & Hanqin Zhang, 2022. "Optimal staffing for ticket queues," Queueing Systems: Theory and Applications, Springer, vol. 102(1), pages 309-351, October.
  64. Bertsimas, Dimitris & Doan, Xuan Vinh, 2010. "Robust and data-driven approaches to call centers," European Journal of Operational Research, Elsevier, vol. 207(2), pages 1072-1085, December.
  65. Qiuping Yu & Gad Allon & Achal Bassamboo, 2021. "The Reference Effect of Delay Announcements: A Field Experiment," Management Science, INFORMS, vol. 67(12), pages 7417-7437, December.
  66. Zanna Aa & Josée Bloemer & Jörg Henseler, 2015. "Using customer contact centres as relationship marketing instruments," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 185-208, June.
  67. J. E. Reed & Amy R. Ward, 2008. "Approximating the GI/GI/1+GI Queue with a Nonlinear Drift Diffusion: Hazard Rate Scaling in Heavy Traffic," Mathematics of Operations Research, INFORMS, vol. 33(3), pages 606-644, August.
  68. Jose Blanchet & Henry Lam, 2014. "Rare-Event Simulation for Many-Server Queues," Mathematics of Operations Research, INFORMS, vol. 39(4), pages 1142-1178, November.
  69. Rouba Ibrahim & Ward Whitt, 2011. "Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity," Operations Research, INFORMS, vol. 59(5), pages 1106-1118, October.
  70. T. Palanisamy & J. Ravichandran, 2015. "A wavelet-based hybrid approach to estimate variance function in heteroscedastic regression models," Statistical Papers, Springer, vol. 56(3), pages 911-932, August.
  71. Alex Roubos & Ger Koole & Raik Stolletz, 2012. "Service-Level Variability of Inbound Call Centers," Manufacturing & Service Operations Management, INFORMS, vol. 14(3), pages 402-413, July.
  72. Arka Ghosh & Keguo Huang, 2017. "Asymptotically optimal control of N-systems with $$H_2^*$$ H 2 ∗ service times under many-server heavy traffic," Queueing Systems: Theory and Applications, Springer, vol. 86(1), pages 35-60, June.
  73. Qiuping Yu & Gad Allon & Achal Bassamboo & Seyed Iravani, 2018. "Managing Customer Expectations and Priorities in Service Systems," Management Science, INFORMS, vol. 64(8), pages 3942-3970, August.
  74. Atar, Rami & Biswas, Anup & Kaspi, Haya, 2018. "Law of large numbers for the many-server earliest-deadline-first queue," Stochastic Processes and their Applications, Elsevier, vol. 128(7), pages 2270-2296.
  75. Bolandifar, Ehsan & DeHoratius, Nicole & Olsen, Tava, 2023. "Modeling abandonment behavior among patients," European Journal of Operational Research, Elsevier, vol. 306(1), pages 243-254.
  76. 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.
  77. Junfei Huang & Avishai Mandelbaum & Hanqin Zhang & Jiheng Zhang, 2017. "Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing," Operations Research, INFORMS, vol. 65(5), pages 1380-1397, October.
  78. Omar Besbes & Robert Phillips & Assaf Zeevi, 2010. "Testing the Validity of a Demand Model: An Operations Perspective," Manufacturing & Service Operations Management, INFORMS, vol. 12(1), pages 162-183, June.
  79. Izady, N. & Worthington, D., 2011. "Approximate analysis of non-stationary loss queues and networks of loss queues with general service time distributions," European Journal of Operational Research, Elsevier, vol. 213(3), pages 498-508, September.
  80. Eugene Furman & Alex Cressman & Saeha Shin & Alexey Kuznetsov & Fahad Razak & Amol Verma & Adam Diamant, 2021. "Prediction of personal protective equipment use in hospitals during COVID-19," Health Care Management Science, Springer, vol. 24(2), pages 439-453, June.
  81. Ibrahim, Rouba & L’Ecuyer, Pierre & Shen, Haipeng & Thiongane, Mamadou, 2016. "Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers," European Journal of Operational Research, Elsevier, vol. 250(2), pages 480-492.
  82. Josh Reed & Yair Shaki, 2015. "A Fair Policy for the G / GI / N Queue with Multiple Server Pools," Mathematics of Operations Research, INFORMS, vol. 40(3), pages 558-595, March.
  83. Barrow, Devon K., 2016. "Forecasting intraday call arrivals using the seasonal moving average method," Journal of Business Research, Elsevier, vol. 69(12), pages 6088-6096.
  84. Jingqi Wang & Yong-Pin Zhou, 2018. "Impact of Queue Configuration on Service Time: Evidence from a Supermarket," Management Science, INFORMS, vol. 64(7), pages 3055-3075, July.
  85. Alberto De Santis & Tommaso Giovannelli & Stefano Lucidi & Mauro Messedaglia & Massimo Roma, 2020. "An optimal non-uniform piecewise constant approximation for the patient arrival rate for a more efficient representation of the Emergency Departments arrival process," DIAG Technical Reports 2020-01, Department of Computer, Control and Management Engineering, Universita' degli Studi di Roma "La Sapienza".
  86. Hassan Hmedi & Ari Arapostathis & Guodong Pang, 2022. "Uniform stability of some large-scale parallel server networks," Queueing Systems: Theory and Applications, Springer, vol. 102(3), pages 509-552, December.
  87. Andrew M. Ross, 2010. "Computing Bounds on the Expected Maximum of Correlated Normal Variables," Methodology and Computing in Applied Probability, Springer, vol. 12(1), pages 111-138, March.
  88. Ward Whitt, 2005. "Engineering Solution of a Basic Call-Center Model," Management Science, INFORMS, vol. 51(2), pages 221-235, February.
  89. Tevfik Aktekin & Refik Soyer, 2012. "Bayesian analysis of queues with impatient customers: Applications to call centers," Naval Research Logistics (NRL), John Wiley & Sons, vol. 59(6), pages 441-456, September.
  90. Barış Ata & Xiaoshan Peng, 2020. "An Optimal Callback Policy for General Arrival Processes: A Pathwise Analysis," Operations Research, INFORMS, vol. 68(2), pages 327-347, March.
  91. Brett A. Hathaway & Seyed M. Emadi & Vinayak Deshpande, 2021. "Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option," Management Science, INFORMS, vol. 67(3), pages 1508-1526, March.
  92. John N. Tsitsiklis & Kuang Xu, 2017. "Flexible Queueing Architectures," Operations Research, INFORMS, vol. 65(5), pages 1398-1413, October.
  93. Nitin Bakshi & Stephen E. Flynn & Noah Gans, 2011. "Estimating the Operational Impact of Container Inspections at International Ports," Management Science, INFORMS, vol. 57(1), pages 1-20, January.
  94. Rouba Ibrahim & Ward Whitt, 2009. "Real-Time Delay Estimation Based on Delay History," Manufacturing & Service Operations Management, INFORMS, vol. 11(3), pages 397-415, May.
  95. Eugene Furman & Adam Diamant & Murat Kristal, 2021. "Customer Acquisition and Retention: A Fluid Approach for Staffing," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 4236-4257, November.
  96. Mor Armony & Erica Plambeck & Sridhar Seshadri, 2009. "Sensitivity of Optimal Capacity to Customer Impatience in an Unobservable M/M/S Queue (Why You Shouldn't Shout at the DMV)," Manufacturing & Service Operations Management, INFORMS, vol. 11(1), pages 19-32, June.
  97. Rouba Ibrahim & Ward Whitt, 2009. "Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments," Management Science, INFORMS, vol. 55(10), pages 1729-1742, October.
  98. Rami Atar & Isaac Keslassy & Gal Mendelson, 2019. "Subdiffusive Load Balancing in Time-Varying Queueing Systems," Operations Research, INFORMS, vol. 67(6), pages 1678-1698, November.
  99. G. Bet, 2020. "An alternative approach to heavy-traffic limits for finite-pool queues," Queueing Systems: Theory and Applications, Springer, vol. 95(1), pages 121-144, June.
  100. Eduard Belitser & Paulo Serra & Harry Van Zanten, 2013. "Estimating the Period of a Cyclic Non-Homogeneous Poisson Process," Scandinavian Journal of Statistics, Danish Society for Theoretical Statistics;Finnish Statistical Society;Norwegian Statistical Association;Swedish Statistical Association, vol. 40(2), pages 204-218, June.
  101. Noah Gans & Haipeng Shen & Yong-Pin Zhou & Nikolay Korolev & Alan McCord & Herbert Ristock, 2015. "Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling," Manufacturing & Service Operations Management, INFORMS, vol. 17(4), pages 571-588, October.
  102. James Dong & Ward Whitt, 2015. "Using a birth‐and‐death process to estimate the steady‐state distribution of a periodic queue," Naval Research Logistics (NRL), John Wiley & Sons, vol. 62(8), pages 664-685, December.
  103. Weiwei Fan & L. Jeff Hong & Xiaowei Zhang, 2020. "Distributionally Robust Selection of the Best," Management Science, INFORMS, vol. 66(1), pages 190-208, January.
  104. Yunan Liu & Ward Whitt, 2014. "Algorithms for Time-Varying Networks of Many-Server Fluid Queues," INFORMS Journal on Computing, INFORMS, vol. 26(1), pages 59-73, February.
  105. Shuangchi He, 2020. "Diffusion Approximation for Efficiency-Driven Queues When Customers Are Patient," Operations Research, INFORMS, vol. 68(4), pages 1265-1284, July.
  106. Ward Whitt, 2006. "The Impact of Increased Employee Retention on Performance in a Customer Contact Center," Manufacturing & Service Operations Management, INFORMS, vol. 8(3), pages 235-252, January.
  107. Yixin Diao & Aliza Heching & David Northcutt & Rodney Wallace, 2015. "Service-Delivery Modeling and Optimization," Interfaces, INFORMS, vol. 45(3), pages 243-259, June.
  108. Jouini, Oualid & Pot, Auke & Koole, Ger & Dallery, Yves, 2010. "Online scheduling policies for multiclass call centers with impatient customers," European Journal of Operational Research, Elsevier, vol. 207(1), pages 258-268, November.
  109. Ward Whitt & Jingtong Zhao, 2017. "Many‐server loss models with non‐poisson time‐varying arrivals," Naval Research Logistics (NRL), John Wiley & Sons, vol. 64(3), pages 177-202, April.
  110. Tom Fangyun Tan & Serguei Netessine, 2014. "When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity," Management Science, INFORMS, vol. 60(6), pages 1574-1593, June.
  111. Kinshuk Jerath & Anuj Kumar & Serguei Netessine, 2015. "An Information Stock Model of Customer Behavior in Multichannel Customer Support Services," Manufacturing & Service Operations Management, INFORMS, vol. 17(3), pages 368-383, July.
  112. Sobkowicz, Pawel, 2016. "Agent based model of effects of task allocation strategies in flat organizations," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 458(C), pages 17-30.
  113. Pianykh, Oleg S. & Perez, Sebastian & Zhang, Chengzhao “Richard”, 2024. "Discrete scheduling and critical utilization," European Journal of Operational Research, Elsevier, vol. 312(2), pages 445-455.
  114. Avishai Mandelbaum & Petar Momčilović, 2008. "Queues with Many Servers: The Virtual Waiting-Time Process in the QED Regime," Mathematics of Operations Research, INFORMS, vol. 33(3), pages 561-586, August.
  115. Whitt, Ward, 2012. "Fitting birth-and-death queueing models to data," Statistics & Probability Letters, Elsevier, vol. 82(5), pages 998-1004.
  116. Itai Gurvich & James Luedtke & Tolga Tezcan, 2010. "Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach," Management Science, INFORMS, vol. 56(7), pages 1093-1115, July.
  117. Pengyi Shi & Mabel C. Chou & J. G. Dai & Ding Ding & Joe Sim, 2016. "Models and Insights for Hospital Inpatient Operations: Time-Dependent ED Boarding Time," Management Science, INFORMS, vol. 62(1), pages 1-28, January.
  118. Roubos, Alex & Jouini, Oualid, 2013. "Call centers with hyperexponential patience modeling," International Journal of Production Economics, Elsevier, vol. 141(1), pages 307-315.
  119. Britt W. J. Mathijsen & A. J. E. M. Janssen & Johan S. H. Leeuwaarden & Bert Zwart, 2018. "Robust heavy-traffic approximations for service systems facing overdispersed demand," Queueing Systems: Theory and Applications, Springer, vol. 90(3), pages 257-289, December.
  120. Marshall Fisher & Marcelo Olivares & Bradley R. Staats, 2020. "Why Empirical Research Is Good for Operations Management, and What Is Good Empirical Operations Management?," Manufacturing & Service Operations Management, INFORMS, vol. 22(1), pages 170-178, January.
  121. Taylor, James W., 2008. "Exponentially weighted information criteria for selecting among forecasting models," International Journal of Forecasting, Elsevier, vol. 24(3), pages 513-524.
  122. Sameer Hasija & Edieal Pinker & Robert A. Shumsky, 2010. "OM Practice--Work Expands to Fill the Time Available: Capacity Estimation and Staffing Under Parkinson's Law," Manufacturing & Service Operations Management, INFORMS, vol. 12(1), pages 1-18, September.
  123. Nicole Leder & Bernd Heidergott & Arie Hordijk, 2010. "An Approximation Approach for the Deviation Matrix of Continuous-Time Markov Processes with Application to Markov Decision Theory," Operations Research, INFORMS, vol. 58(4-part-1), pages 918-932, August.
  124. Theresa Maria Rausch & Tobias Albrecht & Daniel Baier, 2022. "Beyond the beaten paths of forecasting call center arrivals: on the use of dynamic harmonic regression with predictor variables," Journal of Business Economics, Springer, vol. 92(4), pages 675-706, May.
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  126. Jing Dong & Rouba Ibrahim, 2021. "SRPT Scheduling Discipline in Many-Server Queues with Impatient Customers," Management Science, INFORMS, vol. 67(12), pages 7708-7718, December.
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