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Queueing Models of Call Centers: An Introduction

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Cited by:

  1. 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.
  2. 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.
  3. Stefan Helber & Raik Stolletz & Sophie Bothe, 2005. "Erfolgszielorientierte Agentenallokation in Inbound Call-Centern," Schmalenbach Journal of Business Research, Springer, vol. 57(1), pages 3-32, February.
  4. Bernd Heidergott & Arie Hordijk & Nicole Leder, 2010. "Series Expansions for Continuous-Time Markov Processes," Operations Research, INFORMS, vol. 58(3), pages 756-767, June.
  5. Tuan Phung-Duc & Hiroyuki Masuyama & Shoji Kasahara & Yutaka Takahashi, 2013. "A matrix continued fraction approach to multiserver retrial queues," Annals of Operations Research, Springer, vol. 202(1), pages 161-183, January.
  6. Morton, Alec & Bevan, Gwyn, 2008. "What's in a wait: Contrasting management science and economic perspectives on waiting for emergency care," Health Policy, Elsevier, vol. 85(2), pages 207-217, February.
  7. M. Boon, 2012. "A polling model with reneging at polling instants," Annals of Operations Research, Springer, vol. 198(1), pages 5-23, September.
  8. Shovan Chowdhury, 2019. "On the Estimation of Performance Measures in a Single M/Ek/1 Queue," Working papers 301, Indian Institute of Management Kozhikode.
  9. Barth, Wolfgang & Manitz, Michael & Stolletz, Raik, 2008. "Analysis of Two-Level Support Systems with Time-Dependent Overflow - A Banking Application," Hannover Economic Papers (HEP) dp-399, Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät.
  10. Benjamin Legros & Sihan Ding & Rob Mei & Oualid Jouini, 2017. "Call centers with a postponed callback offer," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 39(4), pages 1097-1125, October.
  11. Tkachenko Andrey, 2013. "Multichannel queuing systems with balking and regenerative input fl ow," HSE Working papers WP BRP 14/STI/2013, National Research University Higher School of Economics.
  12. Avramidis, Athanassios N. & Chan, Wyean & Gendreau, Michel & L'Ecuyer, Pierre & Pisacane, Ornella, 2010. "Optimizing daily agent scheduling in a multiskill call center," European Journal of Operational Research, Elsevier, vol. 200(3), pages 822-832, February.
  13. Kawai, Yosuke & Takagi, Hideaki, 2015. "Fluid approximation analysis of a call center model with time-varying arrivals and after-call work," Operations Research Perspectives, Elsevier, vol. 2(C), pages 81-96.
  14. Mehmet Tolga Cezik & Pierre L'Ecuyer, 2008. "Staffing Multiskill Call Centers via Linear Programming and Simulation," Management Science, INFORMS, vol. 54(2), pages 310-323, February.
  15. Athanassios N. Avramidis & Alexandre Deslauriers & Pierre L'Ecuyer, 2004. "Modeling Daily Arrivals to a Telephone Call Center," Management Science, INFORMS, vol. 50(7), pages 896-908, July.
  16. Fox, Stephen, 2016. "Leapfrog skills: Combining vertical and horizontal multi-skills to overcome skill trade-offs that limit prosperity growth," Technology in Society, Elsevier, vol. 47(C), pages 129-139.
  17. V. B. Quinino & F. R. B. Cruz & R. C. Quinino, 2024. "Nonparametric Estimation for Multi-server Queues Based on the Number of Clients in the System," Sankhya A: The Indian Journal of Statistics, Springer;Indian Statistical Institute, vol. 86(1), pages 494-529, February.
  18. Eduardo González & Leonardo Epstein & Verónica Godoy, 2012. "Optimal number of bypasses: minimizing cost of calls to wireless phones under Calling Party Pays," Annals of Operations Research, Springer, vol. 199(1), pages 179-191, October.
  19. 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.
  20. Alexander Dudin & Achyutha Krishnamoorthy & Sergei Dudin & Olga Dudina, 2024. "Queueing system with control by admission of retrial requests depending on the number of busy servers and state of the underlying process of Markov arrival process of primary requests," Annals of Operations Research, Springer, vol. 335(1), pages 135-150, April.
  21. Reynold E. Byers & Kut C. So, 2007. "Note--A Mathematical Model for Evaluating Cross-Sales Policies in Telephone Service Centers," Manufacturing & Service Operations Management, INFORMS, vol. 9(1), pages 1-8, January.
  22. Vyacheslav Abramov, 2006. "Analysis of multiserver retrial queueing system: A martingale approach and an algorithm of solution," Annals of Operations Research, Springer, vol. 141(1), pages 19-50, January.
  23. Kiygi-Calli, Meltem & Weverbergh, Marcel & Franses, Philip Hans, 2021. "Forecasting time-varying arrivals: Impact of direct response advertising on call center performance," Journal of Business Research, Elsevier, vol. 131(C), pages 227-240.
  24. Eduardo González & Leonardo Epstein, 2015. "Minimum cost in a mix of new and old reusable items: an application to sizing a fleet of delivery trucks," Annals of Operations Research, Springer, vol. 232(1), pages 135-149, September.
  25. 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.
  26. Alexander Dudin & Chesoong Kim & Olga Dudina & Sergey Dudin, 2016. "Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option," Annals of Operations Research, Springer, vol. 239(2), pages 401-428, April.
  27. Ioannis Dimitriou, 2013. "A preemptive resume priority retrial queue with state dependent arrivals, unreliable server and negative customers," TOP: An Official Journal of the Spanish Society of Statistics and Operations Research, Springer;Sociedad de Estadística e Investigación Operativa, vol. 21(3), pages 542-571, October.
  28. Huh, Woonghee Tim & Lee, Jaywon & Park, Heesang & Park, Kun Soo, 2019. "The potty parity problem: Towards gender equality at restrooms in business facilities," Socio-Economic Planning Sciences, Elsevier, vol. 68(C).
  29. Hyun-Soo Ahn & Rhonda Righter & J. Shanthikumar, 2005. "Staffing decisions for heterogeneous workers with turnover," Mathematical Methods of Operations Research, Springer;Gesellschaft für Operations Research (GOR);Nederlands Genootschap voor Besliskunde (NGB), vol. 62(3), pages 499-514, December.
  30. 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.
  31. 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.
  32. Tuan Phung-Duc & Wouter Rogiest & Yutaka Takahashi & Herwig Bruneel, 2016. "Retrial queues with balanced call blending: analysis of single-server and multiserver model," Annals of Operations Research, Springer, vol. 239(2), pages 429-449, April.
  33. Walraevens, Joris & Steyaert, Bart & Bruneel, Herwig, 2008. "Analysis of a discrete-time preemptive resume priority buffer," European Journal of Operational Research, Elsevier, vol. 186(1), pages 182-201, April.
  34. Osorio, Carolina & Bierlaire, Michel, 2009. "An analytic finite capacity queueing network model capturing the propagation of congestion and blocking," European Journal of Operational Research, Elsevier, vol. 196(3), pages 996-1007, August.
  35. Perlman, Yael & Elalouf, Amir & Yechiali, Uri, 2018. "Dynamic allocation of stochastically-arriving flexible resources to random streams of objects with application to kidney cross-transplantation," European Journal of Operational Research, Elsevier, vol. 265(1), pages 169-177.
  36. Vianney Bœuf & Philippe Robert, 2019. "A stochastic analysis of a network with two levels of service," Queueing Systems: Theory and Applications, Springer, vol. 92(3), pages 203-232, August.
  37. Trigos, Federico & Vazquez, Alan R. & Cárdenas-Barrón, Leopoldo Eduardo, 2019. "A simulation-based heuristic that promotes business profit while increasing the perceived quality of service industries," International Journal of Production Economics, Elsevier, vol. 211(C), pages 60-70.
  38. Li, Xiao-Yang & Liu, Yue & Lin, Yan-Hui & Xiao, Liang-Hua & Zio, Enrico & Kang, Rui, 2021. "A generalized petri net-based modeling framework for service reliability evaluation and management of cloud data centers," Reliability Engineering and System Safety, Elsevier, vol. 207(C).
  39. Vijay Mehrotra & Thomas A. Grossman, 2009. "OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset," Interfaces, INFORMS, vol. 39(4), pages 346-352, August.
  40. Gabriel Zayas-Cabán & Mark E. Lewis, 2020. "Admission control in a two-class loss system with periodically varying parameters and abandonments," Queueing Systems: Theory and Applications, Springer, vol. 94(1), pages 175-210, February.
  41. 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.
  42. Kiygi Calli, M. & Weverbergh, M. & Franses, Ph.H.B.F., 2017. "Call center performance with direct response advertising," Econometric Institute Research Papers EI2017-04, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
  43. Sandjai Bhulai & Taoying Farenhorst-Yuan & Bernd Heidergott & Dinard Laan, 2012. "Optimal balanced control for call centers," Annals of Operations Research, Springer, vol. 201(1), pages 39-62, December.
  44. Suri Gurumurthi & Saif Benjaafar, 2004. "Modeling and analysis of flexible queueing systems," Naval Research Logistics (NRL), John Wiley & Sons, vol. 51(5), pages 755-782, August.
  45. Michael Manitz & Marc-Philip Piehl, 2024. "A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 32(3), pages 763-791, September.
  46. Gregor Selinka & Raik Stolletz & Thomas I. Maindl, 2022. "Performance Approximation for Time-Dependent Queues with Generally Distributed Abandonments," INFORMS Journal on Computing, INFORMS, vol. 34(1), pages 20-38, January.
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