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A Call-Routing Problem with Service-Level Constraints

Citations

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Cited by:

  1. Iannoni, Ana Paula & Chiyoshi, Fernando & Morabito, Reinaldo, 2015. "A spatially distributed queuing model considering dispatching policies with server reservation," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 75(C), pages 49-66.
  2. Achal Bassamboo & J. Michael Harrison & Assaf Zeevi, 2006. "Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method," Operations Research, INFORMS, vol. 54(3), pages 419-435, June.
  3. 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.
  4. Legros, Benjamin & Jouini, Oualid & Akşin, O. Zeynep & Koole, Ger, 2020. "Front-office multitasking between service encounters and back-office tasks," European Journal of Operational Research, Elsevier, vol. 287(3), pages 946-963.
  5. Francis de Véricourt & Yong-Pin Zhou, 2005. "Managing Response Time in a Call-Routing Problem with Service Failure," Operations Research, INFORMS, vol. 53(6), pages 968-981, December.
  6. Mor Armony & Constantinos Maglaras, 2004. "Contact Centers with a Call-Back Option and Real-Time Delay Information," Operations Research, INFORMS, vol. 52(4), pages 527-545, August.
  7. Juan Ma & Ying Tat Leung & Manjunath Kamath, 2019. "Service System Design Under Information Uncertainty: Insights from an M/G/1 Model," Service Science, INFORMS, vol. 11(1), pages 40-56, March.
  8. Li Xiao & Susan H. Xu & David D. Yao & Hanqin Zhang, 2022. "Optimal staffing for ticket queues," Queueing Systems: Theory and Applications, Springer, vol. 102(1), pages 309-351, October.
  9. Qiuping Yu & Gad Allon & Achal Bassamboo & Seyed Iravani, 2018. "Managing Customer Expectations and Priorities in Service Systems," Management Science, INFORMS, vol. 64(8), pages 3942-3970, August.
  10. 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.
  11. Mor Armony & Constantinos Maglaras, 2004. "On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design," Operations Research, INFORMS, vol. 52(2), pages 271-292, April.
  12. Zhe George Zhang, 2009. "Performance Analysis of a Queue with Congestion-Based Staffing Policy," Management Science, INFORMS, vol. 55(2), pages 240-251, February.
  13. Nilay Tan{i}k Argon & Serhan Ziya, 2009. "Priority Assignment Under Imperfect Information on Customer Type Identities," Manufacturing & Service Operations Management, INFORMS, vol. 11(4), pages 674-693, June.
  14. 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.
  15. Mor Armony & Amy R. Ward, 2010. "Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems," Operations Research, INFORMS, vol. 58(3), pages 624-637, June.
  16. Wyean Chan & Ger Koole & Pierre L'Ecuyer, 2014. "Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 544-560, October.
  17. Zhu, Xiaowei, 2016. "Managing the risks of outsourcing: Time, quality and correlated costs," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 90(C), pages 121-133.
  18. Mor Armony & Itai Gurvich, 2010. "When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance," Manufacturing & Service Operations Management, INFORMS, vol. 12(3), pages 470-488, April.
  19. Dietz, Dennis C., 2011. "Practical scheduling for call center operations," Omega, Elsevier, vol. 39(5), pages 550-557, October.
  20. Legros, Benjamin & Jouini, Oualid, 2019. "On the scheduling of operations in a chat contact center," European Journal of Operational Research, Elsevier, vol. 274(1), pages 303-316.
  21. Noah Gans & Yong-Pin Zhou, 2007. "Call-Routing Schemes for Call-Center Outsourcing," Manufacturing & Service Operations Management, INFORMS, vol. 9(1), pages 33-50, May.
  22. Mor Armony & Efrat Perel & Nir Perel & Uri Yechiali, 2019. "Exact analysis for multiserver queueing systems with cross selling," Annals of Operations Research, Springer, vol. 274(1), pages 75-100, March.
  23. Itay Gurvich & Mor Armony & Avishai Mandelbaum, 2008. "Service-Level Differentiation in Call Centers with Fully Flexible Servers," Management Science, INFORMS, vol. 54(2), pages 279-294, February.
  24. Benjamin Legros, 2021. "Agents’ Self‐Routing for Blended Operations to Balance Inbound and Outbound Services," Production and Operations Management, Production and Operations Management Society, vol. 30(10), pages 3599-3614, October.
  25. Guodong Pang & Ohad Perry, 2015. "A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending," Management Science, INFORMS, vol. 61(1), pages 73-91, January.
  26. 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.
  27. Joseph M. Milner & Tava Lennon Olsen, 2008. "Service-Level Agreements in Call Centers: Perils and Prescriptions," Management Science, INFORMS, vol. 54(2), pages 238-252, February.
  28. Aparupa Das Gupta & Uday S. Karmarkar & Guillaume Roels, 2016. "The Design of Experiential Services with Acclimation and Memory Decay: Optimal Sequence and Duration," Management Science, INFORMS, vol. 62(5), pages 1278-1296, May.
  29. Kraig Delana & Nicos Savva & Tolga Tezcan, 2021. "Proactive Customer Service: Operational Benefits and Economic Frictions," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 70-87, 1-2.
  30. Barış Balcıog̃lu & Odysseas Kanavetas, 2022. "A dynamic prioritization policy for the callback option in a call center," Flexible Services and Manufacturing Journal, Springer, vol. 34(1), pages 40-64, March.
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