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Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing

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  • Yaşar Levent Koçağa
  • Mor Armony
  • Amy R. Ward

Abstract

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Suggested Citation

  • Yaşar Levent Koçağa & Mor Armony & Amy R. Ward, 2015. "Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing," Production and Operations Management, Production and Operations Management Society, vol. 24(7), pages 1101-1117, July.
    • Handle: RePEc:bla:popmgt:v:24:y:2015:i:7:p:1101-1117
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    File URL: http://hdl.handle.net/10.1111/poms.12332
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    Citations

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    Cited by:

    1. Lingli Wang & Ni Huang & Yili Hong & Luning Liu & Xunhua Guo & Guoqing Chen, 2023. "Voice‐based AI in call center customer service: A natural field experiment," Production and Operations Management, Production and Operations Management Society, vol. 32(4), pages 1002-1018, April.
    2. Barış Ata & Xiaoshan Peng, 2020. "An Optimal Callback Policy for General Arrival Processes: A Pathwise Analysis," Operations Research, INFORMS, vol. 68(2), pages 327-347, March.
    3. Debjit Roy & Eirini Spiliotopoulou & Jelle de Vries, 2022. "Restaurant analytics: Emerging practice and research opportunities," Production and Operations Management, Production and Operations Management Society, vol. 31(10), pages 3687-3709, October.
    4. Emily Zhu & Beste Kucukyazici & Yasmina Maizi, 2020. "Designing Observation Units for Heart Failure Patients: Capacity and Patient Flow Considerations," Service Science, INFORMS, vol. 12(1), pages 8-25, March.
    5. 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.
    6. Alemayehu, Fikru K. & Kumbhakar, Subal C. & Landazuri Tveteraas, Sigbjørn, 2022. "Estimation of staff use efficiency: Evidence from the hospitality industry," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
    7. Cohen, Asaf & Saha, Subhamay, 2021. "Asymptotic optimality of the generalized cμ rule under model uncertainty," Stochastic Processes and their Applications, Elsevier, vol. 136(C), pages 206-236.
    8. 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.
    9. Britt W. J. Mathijsen & A. J. E. M. Janssen & Johan S. H. Leeuwaarden & Bert Zwart, 2018. "Robust heavy-traffic approximations for service systems facing overdispersed demand," Queueing Systems: Theory and Applications, Springer, vol. 90(3), pages 257-289, December.
    10. Xu Sun & Yunan Liu, 2021. "Staffing many‐server queues with autoregressive inputs," Naval Research Logistics (NRL), John Wiley & Sons, vol. 68(3), pages 312-326, April.
    11. Jinsheng Chen & Jing Dong, 2024. "Managing flexibility: optimal sizing and scheduling of flexible servers," Queueing Systems: Theory and Applications, Springer, vol. 108(3), pages 415-474, December.

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