IDEAS home Printed from https://ideas.repec.org/r/inm/oropre/v54y2006i3p419-435.html
   My bibliography  Save this item

Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Zhenghua Long & Jiheng Zhang, 2019. "Virtual allocation policies for many-server queues with abandonment," Mathematical Methods of Operations Research, Springer;Gesellschaft für Operations Research (GOR);Nederlands Genootschap voor Besliskunde (NGB), vol. 90(3), pages 399-451, December.
  2. Itay Gurvich & Mor Armony & Constantinos Maglaras, 2009. "Cross-Selling in a Call Center with a Heterogeneous Customer Population," Operations Research, INFORMS, vol. 57(2), pages 299-313, April.
  3. Rami Atar & Adam Shwartz, 2008. "Efficient Routing in Heavy Traffic Under Partial Sampling of Service Times," Mathematics of Operations Research, INFORMS, vol. 33(4), pages 899-909, November.
  4. Achal Bassamboo & Ramandeep S. Randhawa & Jan A. Van Mieghem, 2010. "Optimal Flexibility Configurations in Newsvendor Networks: Going Beyond Chaining and Pairing," Management Science, INFORMS, vol. 56(8), pages 1285-1303, August.
  5. Tevfik Aktekin & Refik Soyer, 2012. "Bayesian analysis of queues with impatient customers: Applications to call centers," Naval Research Logistics (NRL), John Wiley & Sons, vol. 59(6), pages 441-456, September.
  6. 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.
  7. Örmeci, E. Lerzan & Salman, F. Sibel & Yücel, Eda, 2014. "Staff rostering in call centers providing employee transportation," Omega, Elsevier, vol. 43(C), pages 41-53.
  8. Guodong Pang & Andrey Sarantsev & Yana Belopolskaya & Yuri Suhov, 2020. "Stationary distributions and convergence for M/M/1 queues in interactive random environment," Queueing Systems: Theory and Applications, Springer, vol. 94(3), pages 357-392, April.
  9. Eugene Furman & Adam Diamant & Murat Kristal, 2021. "Customer Acquisition and Retention: A Fluid Approach for Staffing," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 4236-4257, November.
  10. Liping Zhou & Na Geng & Zhibin Jiang & Shan Jiang, 2022. "Integrated Multiresource Capacity Planning and Multitype Patient Scheduling," INFORMS Journal on Computing, INFORMS, vol. 34(1), pages 129-149, January.
  11. Merve Bodur & James R. Luedtke, 2017. "Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty," Management Science, INFORMS, vol. 63(7), pages 2073-2091, July.
  12. Omar Besbes & Costis Maglaras, 2009. "Revenue Optimization for a Make-to-Order Queue in an Uncertain Market Environment," Operations Research, INFORMS, vol. 57(6), pages 1438-1450, December.
  13. Opher Baron & Joseph Milner, 2009. "Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements," Operations Research, INFORMS, vol. 57(3), pages 685-700, June.
  14. Jun Luo & Jiheng Zhang, 2013. "Staffing and Control of Instant Messaging Contact Centers," Operations Research, INFORMS, vol. 61(2), pages 328-343, April.
  15. Carri W. Chan & Vivek F. Farias, 2009. "Stochastic Depletion Problems: Effective Myopic Policies for a Class of Dynamic Optimization Problems," Mathematics of Operations Research, INFORMS, vol. 34(2), pages 333-350, May.
  16. Noah Gans & Haipeng Shen & Yong-Pin Zhou & Nikolay Korolev & Alan McCord & Herbert Ristock, 2015. "Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling," Manufacturing & Service Operations Management, INFORMS, vol. 17(4), pages 571-588, October.
  17. Edieal Pinker & Tolga Tezcan, 2013. "Determining the Optimal Configuration of Hospital Inpatient Rooms in the Presence of Isolation Patients," Operations Research, INFORMS, vol. 61(6), pages 1259-1276, December.
  18. Ta, Thuy Anh & Chan, Wyean & Bastin, Fabian & L’Ecuyer, Pierre, 2021. "A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty," European Journal of Operational Research, Elsevier, vol. 293(3), pages 966-979.
  19. Ying Chen & John J. Hasenbein, 2017. "Staffing large-scale service systems with distributional uncertainty," Queueing Systems: Theory and Applications, Springer, vol. 87(1), pages 55-79, October.
  20. Achal Bassamboo & Ramandeep S. Randhawa, 2010. "On the Accuracy of Fluid Models for Capacity Sizing in Queueing Systems with Impatient Customers," Operations Research, INFORMS, vol. 58(5), pages 1398-1413, October.
  21. Achal Bassamboo & Ramandeep S. Randhawa & Assaf Zeevi, 2010. "Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited," Management Science, INFORMS, vol. 56(10), pages 1668-1686, October.
  22. Noa Zychlinski & Avishai Mandelbaum & Petar Momčilović & Izack Cohen, 2020. "Bed Blocking in Hospitals Due to Scarce Capacity in Geriatric Institutions—Cost Minimization via Fluid Models," Manufacturing & Service Operations Management, INFORMS, vol. 22(2), pages 396-411, March.
  23. Ward Whitt, 2006. "Staffing a Call Center with Uncertain Arrival Rate and Absenteeism," Production and Operations Management, Production and Operations Management Society, vol. 15(1), pages 88-102, March.
  24. Ohad Perry & Ward Whitt, 2013. "A Fluid Limit for an Overloaded X Model via a Stochastic Averaging Principle," Mathematics of Operations Research, INFORMS, vol. 38(2), pages 294-349, May.
  25. Zanna Aa & Josée Bloemer & Jörg Henseler, 2015. "Using customer contact centres as relationship marketing instruments," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 185-208, June.
  26. Mustafa Akan & Barış Ata, 2009. "Bid-Price Controls for Network Revenue Management: Martingale Characterization of Optimal Bid Prices," Mathematics of Operations Research, INFORMS, vol. 34(4), pages 912-936, November.
  27. 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.
  28. 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.
  29. Abhishek, & Legros, Benjamin & Fransoo, Jan C., 2021. "Performance evaluation of stochastic systems with dedicated delivery bays and general on-street parking," Other publications TiSEM 09ed9572-d59c-4f28-a9c4-b, Tilburg University, School of Economics and Management.
  30. Michael F. Kamali & Tolga Tezcan & Ozlem Yildiz, 2019. "When to Use Provider Triage in Emergency Departments," Management Science, INFORMS, vol. 65(3), pages 1003-1019, March.
  31. 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.
  32. Francis de Véricourt & Otis B. Jennings, 2008. "Dimensioning Large-Scale Membership Services," Operations Research, INFORMS, vol. 56(1), pages 173-187, February.
  33. Jinsheng Chen & Jing Dong & Pengyi Shi, 2020. "A survey on skill-based routing with applications to service operations management," Queueing Systems: Theory and Applications, Springer, vol. 96(1), pages 53-82, October.
  34. Achal Bassamboo & Assaf Zeevi, 2009. "On a Data-Driven Method for Staffing Large Call Centers," Operations Research, INFORMS, vol. 57(3), pages 714-726, June.
  35. 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.
  36. Achal Bassamboo & Ramandeep Singh Randhawa, 2016. "Scheduling Homogeneous Impatient Customers," Management Science, INFORMS, vol. 62(7), pages 2129-2147, July.
  37. Omar Besbes & Costis Maglaras, 2012. "Dynamic Pricing with Financial Milestones: Feedback-Form Policies," Management Science, INFORMS, vol. 58(9), pages 1715-1731, September.
  38. Tien Thanh Dam & Thuy Anh Ta & Tien Mai, 2022. "Joint chance-constrained staffing optimization in multi-skill call centers," Journal of Combinatorial Optimization, Springer, vol. 44(1), pages 354-378, August.
  39. Saghafian, Soroush & Hopp, Wallace J. & Iravani, Seyed M. R. & Cheng, Yao & Diermeier, Daniel, 2017. "Workload Management in Telemedical Physician Triage and Other Knowledge-Based Service Systems," Working Paper Series rwp17-035, Harvard University, John F. Kennedy School of Government.
  40. Avishai Mandelbaum & Sergey Zeltyn, 2009. "Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers," Operations Research, INFORMS, vol. 57(5), pages 1189-1205, October.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.