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Routing analyses for call centers with human and automated services

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  • Benjamin Legros

    (Métis Lab EM Normandie - EM Normandie - École de Management de Normandie, EM Normandie - École de Management de Normandie)

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  • Benjamin Legros, 2021. "Routing analyses for call centers with human and automated services," Post-Print hal-03605426, HAL.
    • Handle: RePEc:hal:journl:hal-03605426
    DOI: 10.1016/j.ijpe.2021.108247
    Note: View the original document on HAL open archive server: https://hal.science/hal-03605426
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    References listed on IDEAS

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    1. Itai Gurvich & Ohad Perry, 2012. "Overflow Networks: Approximations and Implications to Call Center Outsourcing," Operations Research, INFORMS, vol. 60(4), pages 996-1009, August.
    2. Ku, Cheng-Yuan & Jordan, Scott, 2003. "Near optimal admission control for multiserver loss queues in series," European Journal of Operational Research, Elsevier, vol. 144(1), pages 166-178, January.
    3. Benjamin Legros, 2016. "Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time," Post-Print hal-02065945, HAL.
    4. Niyirora, Jerome & Zhuang, Jun, 2017. "Fluid approximations and control of queues in emergency departments," European Journal of Operational Research, Elsevier, vol. 261(3), pages 1110-1124.
    5. Gao, Shan & Wang, Jinting, 2014. "Performance and reliability analysis of an M/G/1-G retrial queue with orbital search and non-persistent customers," European Journal of Operational Research, Elsevier, vol. 236(2), pages 561-572.
    6. Amy R. Ward & Sunil Kumar, 2008. "Asymptotically Optimal Admission Control of a Queue with Impatient Customers," Mathematics of Operations Research, INFORMS, vol. 33(1), pages 167-202, February.
    7. Legros, Benjamin, 2020. "Late-rejection, a strategy to perform an overflow policy," European Journal of Operational Research, Elsevier, vol. 281(1), pages 66-76.
    8. Qiuping Yu & Gad Allon & Achal Bassamboo, 2017. "How Do Delay Announcements Shape Customer Behavior? An Empirical Study," Management Science, INFORMS, vol. 63(1), pages 1-20, January.
    9. Maglaras, Constantinos & Van Mieghem, Jan A., 2005. "Queueing systems with leadtime constraints: A fluid-model approach for admission and sequencing control," European Journal of Operational Research, Elsevier, vol. 167(1), pages 179-207, November.
    10. Gad Allon & Achal Bassamboo, 2011. "The Impact of Delaying the Delay Announcements," Operations Research, INFORMS, vol. 59(5), pages 1198-1210, October.
    11. Kuang Xu, 2015. "Necessity of Future Information in Admission Control," Operations Research, INFORMS, vol. 63(5), pages 1213-1226, October.
    12. Pengfei Guo & Paul Zipkin, 2007. "Analysis and Comparison of Queues with Different Levels of Delay Information," Management Science, INFORMS, vol. 53(6), pages 962-970, June.
    13. Bountali, Olga & Economou, Antonis, 2017. "Equilibrium joining strategies in batch service queueing systems," European Journal of Operational Research, Elsevier, vol. 260(3), pages 1142-1151.
    14. 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.
    15. Alexander Dudin & Varghese Jacob & Achyutha Krishnamoorthy, 2015. "A multi-server queueing system with service interruption, partial protection and repetition of service," Annals of Operations Research, Springer, vol. 233(1), pages 101-121, October.
    16. I. L. Mitrany & B. Avi-Itzhak, 1968. "A Many-Server Queue with Service Interruptions," Operations Research, INFORMS, vol. 16(3), pages 628-638, June.
    17. Sarah Hudson & Helena González-Gómez & Aude Rychalski, 2017. "Call centers: is there an upside to the dissatisfied customer experience?," Post-Print hal-02006507, HAL.
    18. G. M. Koole & B. F. Nielsen & T. B. Nielsen, 2012. "First in Line Waiting Times as a Tool for Analysing Queueing Systems," Operations Research, INFORMS, vol. 60(5), pages 1258-1266, October.
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