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A new model for call centre queue management

Author

Listed:
  • E Chassioti

    (Lancaster University)

  • D J Worthington

    (Lancaster University)

Abstract

A new model for call centre queue management is described. It incorporates important features of call centre queues and is shown to produce results that are very different from those produced by the more usual models. The analytic approach is easy to apply, and is used to offer some interesting insights for call center queue management.

Suggested Citation

  • E Chassioti & D J Worthington, 2004. "A new model for call centre queue management," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 55(12), pages 1352-1357, December.
    • Handle: RePEc:pal:jorsoc:v:55:y:2004:i:12:d:10.1057_palgrave.jors.2601783
    DOI: 10.1057/palgrave.jors.2601783
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    Citations

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    Cited by:

    1. 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.
    2. Xi Chen & Dave Worthington, 2017. "Staffing of time-varying queues using a geometric discrete time modelling approach," Annals of Operations Research, Springer, vol. 252(1), pages 63-84, May.
    3. M M Günal & S Onggo & M Pidd, 2008. "Improving police control rooms using simulation," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 59(2), pages 171-181, February.
    4. J Ou & M Parlar & M Sharafali, 2006. "A differentiated service scheme to optimize website revenues," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 57(11), pages 1323-1340, November.
    5. 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.
    6. Schwarz, Justus Arne & Selinka, Gregor & Stolletz, Raik, 2016. "Performance analysis of time-dependent queueing systems: Survey and classification," Omega, Elsevier, vol. 63(C), pages 170-189.
    7. D Worthington, 2009. "Reflections on queue modelling from the last 50 years," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 60(1), pages 83-92, May.

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