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Dimensioning Large Call Centers

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Cited by:

  1. Prahalad Venkateshan & Kamlesh Mathur, 2015. "A Heuristic for the Multisource Weber Problem with Service Level Constraints," Transportation Science, INFORMS, vol. 49(3), pages 472-483, August.
  2. Ramandeep S. Randhawa, 2016. "Optimality gap of asymptotically derived prescriptions in queueing systems," Queueing Systems: Theory and Applications, Springer, vol. 83(1), pages 131-155, June.
  3. 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.
  4. Venkateshan, Prahalad & Mathur, Kamlesh & Ballou, Ronald H., 2010. "Locating and staffing service centers under service level constraints," European Journal of Operational Research, Elsevier, vol. 201(1), pages 55-70, February.
  5. Matthew Gombolay & Toni Golen & Neel Shah & Julie Shah, 2019. "Queueing theoretic analysis of labor and delivery," Health Care Management Science, Springer, vol. 22(1), pages 16-33, March.
  6. 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.
  7. Ward Whitt, 2006. "Sensitivity of Performance in the Erlang-A Queueing Model to Changes in the Model Parameters," Operations Research, INFORMS, vol. 54(2), pages 247-260, April.
  8. Sameer Hasija & Edieal J. Pinker & Robert A. Shumsky, 2008. "Call Center Outsourcing Contracts Under Information Asymmetry," Management Science, INFORMS, vol. 54(4), pages 793-807, April.
  9. Frank Karsten & Marco Slikker & Geert-Jan van Houtum, 2015. "Resource Pooling and Cost Allocation Among Independent Service Providers," Operations Research, INFORMS, vol. 63(2), pages 476-488, April.
  10. Constantinos Maglaras & Assaf Zeevi, 2004. "Diffusion Approximations for a Multiclass Markovian Service System with “Guaranteed” and “Best-Effort” Service Levels," Mathematics of Operations Research, INFORMS, vol. 29(4), pages 786-813, November.
  11. 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.
  12. Júlíus Atlason & Marina A. Epelman & Shane G. Henderson, 2008. "Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods," Management Science, INFORMS, vol. 54(2), pages 295-309, February.
  13. 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.
  14. 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.
  15. 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.
  16. Dongyuan Zhan & Amy R. Ward, 2019. "Staffing, Routing, and Payment to Trade off Speed and Quality in Large Service Systems," Operations Research, INFORMS, vol. 67(6), pages 1738-1751, November.
  17. Vijay Mehrotra & Kevin Ross & Geoff Ryder & Yong-Pin Zhou, 2012. "Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers," Manufacturing & Service Operations Management, INFORMS, vol. 14(1), pages 66-81, January.
  18. Noa Zychlinski, 2023. "Applications of fluid models in service operations management," Queueing Systems: Theory and Applications, Springer, vol. 103(1), pages 161-185, February.
  19. Francis de Véricourt & Yong-Pin Zhou, 2005. "Managing Response Time in a Call-Routing Problem with Service Failure," Operations Research, INFORMS, vol. 53(6), pages 968-981, December.
  20. Michael Freeman & Nicos Savva & Stefan Scholtes, 2017. "Gatekeepers at Work: An Empirical Analysis of a Maternity Unit," Management Science, INFORMS, vol. 63(10), pages 3147-3167, October.
  21. 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.
  22. 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.
  23. 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.
  24. Mor Armony & Constantinos Maglaras, 2004. "Contact Centers with a Call-Back Option and Real-Time Delay Information," Operations Research, INFORMS, vol. 52(4), pages 527-545, August.
  25. 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.
  26. René Bekker & Ger Koole & Dennis Roubos, 2017. "Flexible bed allocations for hospital wards," Health Care Management Science, Springer, vol. 20(4), pages 453-466, December.
  27. Yiting Xing & Ling Li & Zhuming Bi & Marzena Wilamowska‐Korsak & Li Zhang, 2013. "Operations Research (OR) in Service Industries: A Comprehensive Review," Systems Research and Behavioral Science, Wiley Blackwell, vol. 30(3), pages 300-353, May.
  28. Jun Luo & Jiheng Zhang, 2013. "Staffing and Control of Instant Messaging Contact Centers," Operations Research, INFORMS, vol. 61(2), pages 328-343, April.
  29. Itay Gurvich & Mor Armony & Avishai Mandelbaum, 2008. "Service-Level Differentiation in Call Centers with Fully Flexible Servers," Management Science, INFORMS, vol. 54(2), pages 279-294, February.
  30. 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.
  31. Alfonso J. Pedraza-Martinez & Sameer Hasija & Luk N. Van Wassenhove, 2020. "Fleet Coordination in Decentralized Humanitarian Operations Funded by Earmarked Donations," Operations Research, INFORMS, vol. 68(4), pages 984-999, July.
  32. Boon, Marko & Janssen, Guido & van Leeuwaarden, Johan & Timmerman, Rik, 2023. "Optimal capacity allocation for heavy-traffic fixed-cycle traffic-light queues and intersections," Transportation Research Part B: Methodological, Elsevier, vol. 167(C), pages 79-98.
  33. Heemskerk, M. & Mandjes, M. & Mathijsen, B., 2022. "Staffing for many-server systems facing non-standard arrival processes," European Journal of Operational Research, Elsevier, vol. 296(3), pages 900-913.
  34. van Dijk, Nico & van der Sluis, Erik, 2009. "Pooling is not the answer," European Journal of Operational Research, Elsevier, vol. 197(1), pages 415-421, August.
  35. Guodong Pang & Ward Whitt, 2009. "Service Interruptions in Large-Scale Service Systems," Management Science, INFORMS, vol. 55(9), pages 1499-1512, September.
  36. van Leeuwaarden, Johan S.H. & Knessl, Charles, 2011. "Transient behavior of the Halfin-Whitt diffusion," Stochastic Processes and their Applications, Elsevier, vol. 121(7), pages 1524-1545, July.
  37. Fiona Sloothaak & James Cruise & Seva Shneer & Maria Vlasiou & Bert Zwart, 2021. "Complete resource pooling of a load-balancing policy for a network of battery swapping stations," Queueing Systems: Theory and Applications, Springer, vol. 99(1), pages 65-120, October.
  38. D'Auria, Bernardo, 2011. "A short note on the monotonicity of the Erlang C formula in the Halfin-Whitt regime," DES - Working Papers. Statistics and Econometrics. WS 12776, Universidad Carlos III de Madrid. Departamento de Estadística.
  39. Tolga Tezcan, 2008. "Optimal Control of Distributed Parallel Server Systems Under the Halfin and Whitt Regime," Mathematics of Operations Research, INFORMS, vol. 33(1), pages 51-90, February.
  40. A. J. E. M. Janssen & J. S. H. van Leeuwaarden & Bert Zwart, 2011. "Refining Square-Root Safety Staffing by Expanding Erlang C," Operations Research, INFORMS, vol. 59(6), pages 1512-1522, December.
  41. J. Michael Harrison & Assaf Zeevi, 2005. "A Method for Staffing Large Call Centers Based on Stochastic Fluid Models," Manufacturing & Service Operations Management, INFORMS, vol. 7(1), pages 20-36, September.
  42. Llanos R. L. F., 2016. "A study on call/contact centers' inbound and outbound management process," South Asian Journal of Management Sciences (SAJMS), Iqra University, Iqra University, vol. 10(2), pages 1-10, Fall.
  43. Itay Gurvich & Mor Armony & Constantinos Maglaras, 2009. "Cross-Selling in a Call Center with a Heterogeneous Customer Population," Operations Research, INFORMS, vol. 57(2), pages 299-313, April.
  44. 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.
  45. Ramandeep S. Randhawa & Sunil Kumar, 2008. "Usage Restriction and Subscription Services: Operational Benefits with Rational Users," Manufacturing & Service Operations Management, INFORMS, vol. 10(3), pages 429-447, December.
  46. Galit B. Yom-Tov & Avishai Mandelbaum, 2014. "Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing," Manufacturing & Service Operations Management, INFORMS, vol. 16(2), pages 283-299, May.
  47. 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.
  48. 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.
  49. 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.
  50. Noah Gans & Sergei Savin, 2007. "Pricing and Capacity Rationing for Rentals with Uncertain Durations," Management Science, INFORMS, vol. 53(3), pages 390-407, March.
  51. Hoseinpour, Pooya & Jalili Marand, Ata, 2022. "Designing a service system with price- and distance-sensitive demand: A case study in mining industry," European Journal of Operational Research, Elsevier, vol. 303(3), pages 1355-1371.
  52. Janssen, A.J.E.M. & van Leeuwaarden, J.S.H., 2007. "Cumulants of the maximum of the Gaussian random walk," Stochastic Processes and their Applications, Elsevier, vol. 117(12), pages 1928-1959, December.
  53. Mor Armony & Constantinos Maglaras, 2004. "On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design," Operations Research, INFORMS, vol. 52(2), pages 271-292, April.
  54. Shuangchi He, 2020. "Diffusion Approximation for Efficiency-Driven Queues When Customers Are Patient," Operations Research, INFORMS, vol. 68(4), pages 1265-1284, July.
  55. Achal Bassamboo & Ramandeep S. Randhawa, 2010. "On the Accuracy of Fluid Models for Capacity Sizing in Queueing Systems with Impatient Customers," Operations Research, INFORMS, vol. 58(5), pages 1398-1413, October.
  56. 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.
  57. Doǧan A. Serel & Erdal Erel, 2008. "Coordination of staffing and pricing decisions in a service firm," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 24(4), pages 307-323, July.
  58. R. Bekker & A. Bruin, 2010. "Time-dependent analysis for refused admissions in clinical wards," Annals of Operations Research, Springer, vol. 178(1), pages 45-65, July.
  59. Josh Reed & Bo Zhang, 2017. "Managing capacity and inventory jointly for multi-server make-to-stock queues," Queueing Systems: Theory and Applications, Springer, vol. 86(1), pages 61-94, June.
  60. 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.
  61. Ragavendran Gopalakrishnan & Sherwin Doroudi & Amy R. Ward & Adam Wierman, 2016. "Routing and Staffing When Servers Are Strategic," Operations Research, INFORMS, vol. 64(4), pages 1033-1050, August.
  62. Jayakrishnan Nair & Adam Wierman & Bert Zwart, 2016. "Provisioning of Large-Scale Systems: The Interplay Between Network Effects and Strategic Behavior in the User Base," Management Science, INFORMS, vol. 62(6), pages 1830-1841, June.
  63. Itai Gurvich & Ward Whitt, 2010. "Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing," Operations Research, INFORMS, vol. 58(2), pages 316-328, April.
  64. Francis de Véricourt & Otis B. Jennings, 2008. "Dimensioning Large-Scale Membership Services," Operations Research, INFORMS, vol. 56(1), pages 173-187, February.
  65. Jonatha Anselmi, 2017. "Asymptotically optimal open-loop load balancing," Queueing Systems: Theory and Applications, Springer, vol. 87(3), pages 245-267, December.
  66. Costis Maglaras & John Yao & Assaf Zeevi, 2018. "Optimal Price and Delay Differentiation in Large-Scale Queueing Systems," Management Science, INFORMS, vol. 64(5), pages 2427-2444, May.
  67. Ananda Weerasinghe, 2014. "Diffusion Approximations for G / M / n + GI Queues with State-Dependent Service Rates," Mathematics of Operations Research, INFORMS, vol. 39(1), pages 207-228, February.
  68. Gad Allon & Itai Gurvich, 2010. "Pricing and Dimensioning Competing Large-Scale Service Providers," Manufacturing & Service Operations Management, INFORMS, vol. 12(3), pages 449-469, August.
  69. Dongyuan Zhan & Amy R. Ward, 2014. "Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers," Manufacturing & Service Operations Management, INFORMS, vol. 16(2), pages 220-237, May.
  70. Bo Zhang & Johan S. H. van Leeuwaarden & Bert Zwart, 2012. "Staffing Call Centers with Impatient Customers: Refinements to Many-Server Asymptotics," Operations Research, INFORMS, vol. 60(2), pages 461-474, April.
  71. Andradóttir, Sigrún & Ayhan, Hayriye & Down, Douglas G., 2017. "Resource pooling in the presence of failures: Efficiency versus risk," European Journal of Operational Research, Elsevier, vol. 256(1), pages 230-241.
  72. Oualid Jouini & Yves Dallery & Rabie Nait-Abdallah, 2008. "Analysis of the Impact of Team-Based Organizations in Call Center Management," Management Science, INFORMS, vol. 54(2), pages 400-414, February.
  73. Sunil Kumar & Ramandeep S. Randhawa, 2010. "Exploiting Market Size in Service Systems," Manufacturing & Service Operations Management, INFORMS, vol. 12(3), pages 511-526, September.
  74. Legros, Benjamin & Jouini, Oualid & Dallery, Yves, 2015. "A flexible architecture for call centers with skill-based routing," International Journal of Production Economics, Elsevier, vol. 159(C), pages 192-207.
  75. Ward Whitt, 2004. "A Diffusion Approximation for the G/GI/n/m Queue," Operations Research, INFORMS, vol. 52(6), pages 922-941, December.
  76. A. J. E. M. Janssen & J. S. H. Van Leeuwaarden, 2008. "Back to the roots of the M/D/s queue and the works of Erlang, Crommelin and Pollaczek," Statistica Neerlandica, Netherlands Society for Statistics and Operations Research, vol. 62(3), pages 299-313, August.
  77. Kraig Delana & Nicos Savva & Tolga Tezcan, 2021. "Proactive Customer Service: Operational Benefits and Economic Frictions," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 70-87, 1-2.
  78. Anatoly Nazarov & Alexander Moiseev & Svetlana Moiseeva, 2021. "Mathematical Model of Call Center in the Form of Multi-Server Queueing System," Mathematics, MDPI, vol. 9(22), pages 1-13, November.
  79. Liu, Zhongyi & Liu, Jingchen & Zhai, Xin & Wang, Guanying, 2019. "Police staffing and workload assignment in law enforcement using multi-server queueing models," European Journal of Operational Research, Elsevier, vol. 276(2), pages 614-625.
  80. Ying Chen & John J. Hasenbein, 2017. "Staffing large-scale service systems with distributional uncertainty," Queueing Systems: Theory and Applications, Springer, vol. 87(1), pages 55-79, October.
  81. Achal Bassamboo & Ramandeep S. Randhawa & Assaf Zeevi, 2010. "Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited," Management Science, INFORMS, vol. 56(10), pages 1668-1686, October.
  82. Varun Gupta & Neil Walton, 2019. "Load Balancing in the Nondegenerate Slowdown Regime," Operations Research, INFORMS, vol. 67(1), pages 281-294, January.
  83. Evrim D. Günec{s} & O. Zeynep Akc{s}in, 2004. "Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance," Manufacturing & Service Operations Management, INFORMS, vol. 6(4), pages 338-357, May.
  84. Jinsheng Chen & Jing Dong & Pengyi Shi, 2020. "A survey on skill-based routing with applications to service operations management," Queueing Systems: Theory and Applications, Springer, vol. 96(1), pages 53-82, October.
  85. Itai Gurvich & Junfei Huang & Avishai Mandelbaum, 2014. "Excursion-Based Universal Approximations for the Erlang-A Queue in Steady-State," Mathematics of Operations Research, INFORMS, vol. 39(2), pages 325-373, May.
  86. Achal Bassamboo & Assaf Zeevi, 2009. "On a Data-Driven Method for Staffing Large Call Centers," Operations Research, INFORMS, vol. 57(3), pages 714-726, June.
  87. Seung Bum Soh & Itai Gurvich, 2017. "Call Center Staffing: Service-Level Constraints and Index Priorities," Operations Research, INFORMS, vol. 65(2), pages 537-555, April.
  88. Mor Armony & Itai Gurvich, 2010. "When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance," Manufacturing & Service Operations Management, INFORMS, vol. 12(3), pages 470-488, April.
  89. Avishai Mandelbaum & Petar Momčilović & Yulia Tseytlin, 2012. "On Fair Routing from Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers," Management Science, INFORMS, vol. 58(7), pages 1273-1291, July.
  90. Hsiao-Hui Lee & Edieal J. Pinker & Robert A. Shumsky, 2012. "Outsourcing a Two-Level Service Process," Management Science, INFORMS, vol. 58(8), pages 1569-1584, August.
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