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Towards "zero abandonments" in call center performance

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  • Duder, John C.
  • Rosenwein, Moshe B.

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  • Duder, John C. & Rosenwein, Moshe B., 2001. "Towards "zero abandonments" in call center performance," European Journal of Operational Research, Elsevier, vol. 135(1), pages 50-56, November.
    • Handle: RePEc:eee:ejores:v:135:y:2001:i:1:p:50-56
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    References listed on IDEAS

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    1. Adel Gaballa & Wayne Pearce, 1979. "Telephone Sales Manpower Planning at Qantas," Interfaces, INFORMS, vol. 9(3), pages 1-9, May.
    2. Carl M. Harris & Karla L. Hoffman & Patsy B. Saunders, 1987. "Modeling the IRS Telephone Taxpayer Information System," Operations Research, INFORMS, vol. 35(4), pages 504-523, August.
    3. Khan, M. Riaz & Callahan, Barbara B., 1993. "Planning laboratory staffing with a queueing model," European Journal of Operational Research, Elsevier, vol. 67(3), pages 321-331, June.
    4. Phil Quinn & Bruce Andrews & Henry Parsons, 1991. "Allocating Telecommunications Resources at L. L. Bean, Inc," Interfaces, INFORMS, vol. 21(1), pages 75-91, February.
    5. Bruce Andrews & Henry Parsons, 1993. "Establishing Telephone-Agent Staffing Levels through Economic Optimization," Interfaces, INFORMS, vol. 23(2), pages 14-20, April.
    6. Saligrama R. Agnihothri & Patricia F. Taylor, 1991. "Staffing a Centralized Appointment Scheduling Department in Lourdes Hospital," Interfaces, INFORMS, vol. 21(5), pages 1-11, October.
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    Cited by:

    1. Batta, Rajan & Berman, Oded & Wang, Qian, 2007. "Balancing staffing and switching costs in a service center with flexible servers," European Journal of Operational Research, Elsevier, vol. 177(2), pages 924-938, March.
    2. E. Borgonovo & L. Peccati, 2011. "Managerial insights from service industry models: a new scenario decomposition method," Annals of Operations Research, Springer, vol. 185(1), pages 161-179, May.
    3. Aktekin, Tevfik, 2014. "Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling," European Journal of Operational Research, Elsevier, vol. 234(3), pages 709-719.
    4. Jouini, Oualid & Pot, Auke & Koole, Ger & Dallery, Yves, 2010. "Online scheduling policies for multiclass call centers with impatient customers," European Journal of Operational Research, Elsevier, vol. 207(1), pages 258-268, November.

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