Towards "zero abandonments" in call center performance
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- 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.
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- E. Borgonovo & L. Peccati, 2011. "Managerial insights from service industry models: a new scenario decomposition method," Annals of Operations Research, Springer, vol. 185(1), pages 161-179, May.
- 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.
- 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.
- Batta, Rajan & Berman, Oded & Wang, Qian, 2007. "Balancing staffing and switching costs in a service center with flexible servers," European Journal of Operational Research, Elsevier, vol. 177(2), pages 924-938, March.
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