Practical scheduling for call center operations
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References listed on IDEAS
- Willie B. Henderson & William L. Berry, 1976. "Heuristic Methods for Telephone Operator Shift Scheduling: An Experimental Analysis," Management Science, INFORMS, vol. 22(12), pages 1372-1380, August.
- 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.
- Muhlemann, AP, 1981. "A simulation study of the operations of a telephone bureau," Omega, Elsevier, vol. 9(6), pages 633-637.
- J. G. Church, 1973. "Sure Staf: A Computerized Staff Scheduling System for Telephone Business Offices," Management Science, INFORMS, vol. 20(4-Part-II), pages 708-720, December.
- Ingolfsson, Armann & Amanul Haque, Md. & Umnikov, Alex, 2002. "Accounting for time-varying queueing effects in workforce scheduling," European Journal of Operational Research, Elsevier, vol. 139(3), pages 585-597, June.
- Lawrence Brown & Noah Gans & Avishai Mandelbaum & Anat Sakov & Haipeng Shen & Sergey Zeltyn & Linda Zhao, 2005. "Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective," Journal of the American Statistical Association, American Statistical Association, vol. 100, pages 36-50, March.
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- 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.
- O. Garnet & A. Mandelbaum & M. Reiman, 2002. "Designing a Call Center with Impatient Customers," Manufacturing & Service Operations Management, INFORMS, vol. 4(3), pages 208-227, October.
CitationsCitations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
- Stolletz, Raik & Manitz, Michael, 2013. "The impact of a waiting-time threshold in overflow systems with impatient customers," Omega, Elsevier, vol. 41(2), pages 280-286.
- 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.
- Van den Bergh, Jorne & Beliën, Jeroen & De Bruecker, Philippe & Demeulemeester, Erik & De Boeck, Liesje, 2013. "Personnel scheduling: A literature review," European Journal of Operational Research, Elsevier, vol. 226(3), pages 367-385.
- Ağralı, Semra & Taşkın, Z. Caner & Ünal, A. Tamer, 2017. "Employee scheduling in service industries with flexible employee availability and demand," Omega, Elsevier, vol. 66(PA), pages 159-169.
- 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.
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KeywordsQueueing Quadratic programming Scheduling Operations management;
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