Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
A Staffing Algorithm for Call Centers with Skill-Based Routing
Manufacturing & Service Operations Management
Partial cross training in call centers with uncertain arrivals and global service level agreements
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
A Framework for Model-Based Continuous Improvement of Global IT Service Delivery Operations
SCC '08 Proceedings of the 2008 IEEE International Conference on Services Computing - Volume 2
Queue-and-Idleness-Ratio Controls in Many-Server Service Systems
Mathematics of Operations Research
On a Data-Driven Method for Staffing Large Call Centers
Operations Research
Dynamic resource allocation for shared data centers using online measurements
IWQoS'03 Proceedings of the 11th international conference on Quality of service
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Enterprises and service providers are increasingly challenged with improving the quality of service delivery. Toward this end, service delivery organizations are collecting large volumes of operational data. However, it is often difficult to effectively extract insights from this data that can be used to guide decisions in the service delivery environment. In this paper we study an array of analysis methods that were performed against service delivery operational data and that can be used to provide managerial insight into a complex service delivery system. We demonstrate the applicability of our approaches in a large IT services delivery environment.