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Queueing Models of Call Centers: An Introduction

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  1. Elvin Coban & Aliza Heching & Alan Scheller‐Wolf, 2019. "Service Center Staffing with Cross‐Trained Agents and Heterogeneous Customers," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 788-809, April.
  2. 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.
  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. B. Krishna Kumar & R. Sankar & R. Navaneetha Krishnan & R. Rukmani, 2022. "Performance Analysis of Multi-processor Two-Stage Tandem Call Center Retrial Queues with Non-Reliable Processors," Methodology and Computing in Applied Probability, Springer, vol. 24(1), pages 95-142, March.
  5. Stefan Helber & Raik Stolletz & Sophie Bothe, 2005. "Erfolgszielorientierte Agentenallokation in Inbound Call-Centern," Schmalenbach Journal of Business Research, Springer, vol. 57(1), pages 3-32, February.
  6. Bernd Heidergott & Arie Hordijk & Nicole Leder, 2010. "Series Expansions for Continuous-Time Markov Processes," Operations Research, INFORMS, vol. 58(3), pages 756-767, June.
  7. Tuan Phung-Duc & Hiroyuki Masuyama & Shoji Kasahara & Yutaka Takahashi, 2013. "A matrix continued fraction approach to multiserver retrial queues," Annals of Operations Research, Springer, vol. 202(1), pages 161-183, January.
  8. Tuan Phung-Duc & Wouter Rogiest & Yutaka Takahashi & Herwig Bruneel, 2016. "Retrial queues with balanced call blending: analysis of single-server and multiserver model," Annals of Operations Research, Springer, vol. 239(2), pages 429-449, April.
  9. Walraevens, Joris & Steyaert, Bart & Bruneel, Herwig, 2008. "Analysis of a discrete-time preemptive resume priority buffer," European Journal of Operational Research, Elsevier, vol. 186(1), pages 182-201, April.
  10. Morton, Alec & Bevan, Gwyn, 2008. "What's in a wait: Contrasting management science and economic perspectives on waiting for emergency care," Health Policy, Elsevier, vol. 85(2), pages 207-217, February.
  11. M. Boon, 2012. "A polling model with reneging at polling instants," Annals of Operations Research, Springer, vol. 198(1), pages 5-23, September.
  12. Shovan Chowdhury, 2019. "On the Estimation of Performance Measures in a Single M/Ek/1 Queue," Working papers 301, Indian Institute of Management Kozhikode.
  13. Barth, Wolfgang & Manitz, Michael & Stolletz, Raik, 2008. "Analysis of Two-Level Support Systems with Time-Dependent Overflow - A Banking Application," Hannover Economic Papers (HEP) dp-399, Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät.
  14. Osorio, Carolina & Bierlaire, Michel, 2009. "An analytic finite capacity queueing network model capturing the propagation of congestion and blocking," European Journal of Operational Research, Elsevier, vol. 196(3), pages 996-1007, August.
  15. 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.
  16. Tkachenko Andrey, 2013. "Multichannel queuing systems with balking and regenerative input fl ow," HSE Working papers WP BRP 14/STI/2013, National Research University Higher School of Economics.
  17. Perlman, Yael & Elalouf, Amir & Yechiali, Uri, 2018. "Dynamic allocation of stochastically-arriving flexible resources to random streams of objects with application to kidney cross-transplantation," European Journal of Operational Research, Elsevier, vol. 265(1), pages 169-177.
  18. Vianney Bœuf & Philippe Robert, 2019. "A stochastic analysis of a network with two levels of service," Queueing Systems: Theory and Applications, Springer, vol. 92(3), pages 203-232, August.
  19. Avramidis, Athanassios N. & Chan, Wyean & Gendreau, Michel & L'Ecuyer, Pierre & Pisacane, Ornella, 2010. "Optimizing daily agent scheduling in a multiskill call center," European Journal of Operational Research, Elsevier, vol. 200(3), pages 822-832, February.
  20. Trigos, Federico & Vazquez, Alan R. & Cárdenas-Barrón, Leopoldo Eduardo, 2019. "A simulation-based heuristic that promotes business profit while increasing the perceived quality of service industries," International Journal of Production Economics, Elsevier, vol. 211(C), pages 60-70.
  21. Kawai, Yosuke & Takagi, Hideaki, 2015. "Fluid approximation analysis of a call center model with time-varying arrivals and after-call work," Operations Research Perspectives, Elsevier, vol. 2(C), pages 81-96.
  22. Mehmet Tolga Cezik & Pierre L'Ecuyer, 2008. "Staffing Multiskill Call Centers via Linear Programming and Simulation," Management Science, INFORMS, vol. 54(2), pages 310-323, February.
  23. Li, Xiao-Yang & Liu, Yue & Lin, Yan-Hui & Xiao, Liang-Hua & Zio, Enrico & Kang, Rui, 2021. "A generalized petri net-based modeling framework for service reliability evaluation and management of cloud data centers," Reliability Engineering and System Safety, Elsevier, vol. 207(C).
  24. Vijay Mehrotra & Thomas A. Grossman, 2009. "OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset," Interfaces, INFORMS, vol. 39(4), pages 346-352, August.
  25. Athanassios N. Avramidis & Alexandre Deslauriers & Pierre L'Ecuyer, 2004. "Modeling Daily Arrivals to a Telephone Call Center," Management Science, INFORMS, vol. 50(7), pages 896-908, July.
  26. Gabriel Zayas-Cabán & Mark E. Lewis, 2020. "Admission control in a two-class loss system with periodically varying parameters and abandonments," Queueing Systems: Theory and Applications, Springer, vol. 94(1), pages 175-210, February.
  27. Fox, Stephen, 2016. "Leapfrog skills: Combining vertical and horizontal multi-skills to overcome skill trade-offs that limit prosperity growth," Technology in Society, Elsevier, vol. 47(C), pages 129-139.
  28. 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.
  29. Kiygi Calli, M. & Weverbergh, M. & Franses, Ph.H.B.F., 2017. "Call center performance with direct response advertising," Econometric Institute Research Papers EI2017-04, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
  30. 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.
  31. Eduardo González & Leonardo Epstein & Verónica Godoy, 2012. "Optimal number of bypasses: minimizing cost of calls to wireless phones under Calling Party Pays," Annals of Operations Research, Springer, vol. 199(1), pages 179-191, October.
  32. Sobkowicz, Pawel, 2016. "Agent based model of effects of task allocation strategies in flat organizations," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 458(C), pages 17-30.
  33. Suri Gurumurthi & Saif Benjaafar, 2004. "Modeling and analysis of flexible queueing systems," Naval Research Logistics (NRL), John Wiley & Sons, vol. 51(5), pages 755-782, August.
  34. Reynold E. Byers & Kut C. So, 2007. "Note--A Mathematical Model for Evaluating Cross-Sales Policies in Telephone Service Centers," Manufacturing & Service Operations Management, INFORMS, vol. 9(1), pages 1-8, January.
  35. Vyacheslav Abramov, 2006. "Analysis of multiserver retrial queueing system: A martingale approach and an algorithm of solution," Annals of Operations Research, Springer, vol. 141(1), pages 19-50, January.
  36. 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.
  37. Eduardo González & Leonardo Epstein, 2015. "Minimum cost in a mix of new and old reusable items: an application to sizing a fleet of delivery trucks," Annals of Operations Research, Springer, vol. 232(1), pages 135-149, September.
  38. Anatoly Nazarov & Alexander Moiseev & Svetlana Moiseeva, 2021. "Mathematical Model of Call Center in the Form of Multi-Server Queueing System," Mathematics, MDPI, vol. 9(22), pages 1-13, November.
  39. Alexander Dudin & Chesoong Kim & Olga Dudina & Sergey Dudin, 2016. "Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option," Annals of Operations Research, Springer, vol. 239(2), pages 401-428, April.
  40. Ioannis Dimitriou, 2013. "A preemptive resume priority retrial queue with state dependent arrivals, unreliable server and negative customers," TOP: An Official Journal of the Spanish Society of Statistics and Operations Research, Springer;Sociedad de Estadística e Investigación Operativa, vol. 21(3), pages 542-571, October.
  41. Huh, Woonghee Tim & Lee, Jaywon & Park, Heesang & Park, Kun Soo, 2019. "The potty parity problem: Towards gender equality at restrooms in business facilities," Socio-Economic Planning Sciences, Elsevier, vol. 68(C).
  42. 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.
  43. Hyun-Soo Ahn & Rhonda Righter & J. Shanthikumar, 2005. "Staffing decisions for heterogeneous workers with turnover," Mathematical Methods of Operations Research, Springer;Gesellschaft für Operations Research (GOR);Nederlands Genootschap voor Besliskunde (NGB), vol. 62(3), pages 499-514, December.
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