The Efficiency-Quality Trade-Off of Cross-Trained Workers
Manufacturing & Service Operations Management
Managing Learning and Turnover in Employee Staffing
Operations Research
Queueing Dynamics and Maximal Throughput Scheduling in Switched Processing Systems
Queueing Systems: Theory and Applications
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
Proceedings of the 35th conference on Winter simulation: driving innovation
Maximum Pressure Policies in Stochastic Processing Networks
Operations Research
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Evaluation of methods used to detect warm-up period in steady state simulation
WSC '04 Proceedings of the 36th conference on Winter simulation
A java library for simulating contact centers
WSC '05 Proceedings of the 37th conference on Winter simulation
Modeling and Optimization Problems in Contact Centers
QEST '06 Proceedings of the 3rd international conference on the Quantitative Evaluation of Systems
Variance reduction in the simulation of call centers
Proceedings of the 38th conference on Winter simulation
The Impact of Increased Employee Retention on Performance in a Customer Contact Center
Manufacturing & Service Operations Management
Managing Response Time in a Call-Routing Problem with Service Failure
Operations Research
Optimal control of parallel server systems with many servers in heavy traffic
Queueing Systems: Theory and Applications
Service-Level Differentiation in Call Centers with Fully Flexible Servers
Management Science
Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems
Manufacturing & Service Operations Management
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In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where we define performance by both the average call handling time and the call resolution probability. In this paper, we explore strategies for determining which calls should be handled by which agents, where these assignments are dynamically determined based on the specific attributes of the agents and/or the current state of the system. We test several routing strategies using data obtained from a medium-sized financial service firm's customer service call centers and present empirical performance results. These results allow us to characterize overall performance in terms of customer waiting time and overall resolution rate, identifying an efficient frontier of routing rules for this contact center.