Advanced workforce management for effective customer services
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DOI: 10.1007/s11135-011-9554-6
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Cited by:
- 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.
- Eltigani, Dalia & Masri, Syafrudin, 2015. "Challenges of integrating renewable energy sources to smart grids: A review," Renewable and Sustainable Energy Reviews, Elsevier, vol. 52(C), pages 770-780.
- 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.
- Tsiligianni, Christiana & Tsiligiannis, Aristeides & Tsiliyannis, Christos, 2023. "A stochastic inventory model of COVID-19 and robust, real-time identification of carriers at large and infection rate via asymptotic laws," European Journal of Operational Research, Elsevier, vol. 304(1), pages 42-56.
- 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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Keywords
Contact centre; Service quality; Operations research; Queuing theory; Work force management;All these keywords.
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