Heavy Traffic Limits for Queues with Many Deterministic Servers
Queueing Systems: Theory and Applications
Proceedings of the 35th conference on Winter simulation: driving innovation
Proceedings of the 35th conference on Winter simulation: driving innovation
Queueing Systems: Theory and Applications
Variational optimization for call center staffing
Proceedings of the 2005 conference on Diversity in computing
Robustness of threshold policies in beneficiary-donor model
ACM SIGMETRICS Performance Evaluation Review - Special issue on the workshop on MAthematical performance Modeling And Analysis (MAMA 2005)
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Queueing Systems: Theory and Applications
Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
Queueing Systems: Theory and Applications
Analysis of customers' impatience in queues with server vacations
Queueing Systems: Theory and Applications
The impact of reneging in processor sharing queues
SIGMETRICS '06/Performance '06 Proceedings of the joint international conference on Measurement and modeling of computer systems
A manager-friendly platform for simulation modeling and analysis of call center queueing systems
WSC '04 Proceedings of the 36th conference on Winter simulation
Analyzing skill-based routing call centers using discrete-event simulation and design experiment
WSC '04 Proceedings of the 36th conference on Winter simulation
Modeling and simulation of call centers
WSC '05 Proceedings of the 37th conference on Winter simulation
A java library for simulating contact centers
WSC '05 Proceedings of the 37th conference on Winter simulation
An efficient approximation to wait time in M/M/c queues with application to staffing planning
Proceedings of the 43rd annual Southeast regional conference - Volume 2
A dual-level analysis of the capability development process: A case study of TT&T
Journal of the American Society for Information Science and Technology
Predicting queueing delays for multiclass call centers
valuetools '06 Proceedings of the 1st international conference on Performance evaluation methodolgies and tools
Optimal scheduling in a multiserver stochastic network
ACM SIGMETRICS Performance Evaluation Review
Variance reduction in the simulation of call centers
Proceedings of the 38th conference on Winter simulation
Evaluating arrival rate uncertainty in call centers
Proceedings of the 38th conference on Winter simulation
Policies and conflicts in call control
Computer Networks: The International Journal of Computer and Telecommunications Networking
Operations Systems with Discretionary Task Completion
Management Science
Note---A Mathematical Model for Evaluating Cross-Sales Policies in Telephone Service Centers
Manufacturing & Service Operations Management
Call-Routing Schemes for Call-Center Outsourcing
Manufacturing & Service Operations Management
XML-based multimodal interaction framework for contact center applications
Proceedings of the 16th international conference on World Wide Web
A Staffing Algorithm for Call Centers with Skill-Based Routing
Manufacturing & Service Operations Management
The Impact of Increased Employee Retention on Performance in a Customer Contact Center
Manufacturing & Service Operations Management
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
Managing Response Time in a Call-Routing Problem with Service Failure
Operations Research
Managing Patient Service in a Diagnostic Medical Facility
Operations Research
Fluid Models for Multiserver Queues with Abandonments
Operations Research
Journal of Management Information Systems
Queues with system disasters and impatient customers when system is down
Queueing Systems: Theory and Applications
Developing staff schedules for a bilingual telecommunication call center with flexible workers
Computers and Industrial Engineering
QBD approximations of a call center queueing model with general patience distribution
Computers and Operations Research
Modeling of an online TV recording service
ACM SIGMETRICS Performance Evaluation Review
Stationary delays for a two-class priority queue with impatient customers
Proceedings of the 2nd international conference on Performance evaluation methodologies and tools
Using simulation to predict market behavior for outbound call centers
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
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 model for contact center analysis and simulation
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
Managing trade-offs in call center agent scheduling: methodology and case study
Proceedings of the 2007 Summer Computer Simulation Conference
Corrected asymptotics for a multi-server queue in the Halfin-Whitt regime
Queueing Systems: Theory and Applications
Modeling and simulation of a pacing engine for proactive campaigns in contact center environment
Proceedings of the 2008 Spring simulation multiconference
Computers and Industrial Engineering
Models towards a hybrid conversational agent for contact centres
Proceedings of the 2008 annual research conference of the South African Institute of Computer Scientists and Information Technologists on IT research in developing countries: riding the wave of technology
Determinants of the Use of Relational and Nonrelational Information Sources
Journal of Management Information Systems
Speeding up call center simulation and optimization by Markov chain uniformization
Proceedings of the 40th Conference on Winter Simulation
Real-time delay estimation in call centers
Proceedings of the 40th Conference on Winter Simulation
A simulation based scheduling model for call centers with uncertain arrival rates
Proceedings of the 40th Conference on Winter Simulation
Proceedings of the 40th Conference on Winter Simulation
Diffusion Approximation Model of Multiserver Stations with Losses
Electronic Notes in Theoretical Computer Science (ENTCS)
Infinite-server queues with system's additional tasks and impatient customers
Probability in the Engineering and Informational Sciences
Dynamic routing policies for multiskill call centers
Probability in the Engineering and Informational Sciences
A time-varying call center design via lagrangian mechanics
Probability in the Engineering and Informational Sciences
Forecast errors in service systems
Probability in the Engineering and Informational Sciences
Computer Supported Cooperative Work
The Impact of Delay Announcements in Many-Server Queues with Abandonment
Operations Research
Cross-Selling in a Call Center with a Heterogeneous Customer Population
Operations Research
Waiting and sojourn times in a multi-server queue with mixed priorities
Queueing Systems: Theory and Applications
Proceedings of the 3rd International Conference on Performance Evaluation Methodologies and Tools
Incentives for Quality Through Endogenous Routing
Manufacturing & Service Operations Management
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
Multi-focal learning and its application to customer service support
Proceedings of the 15th ACM SIGKDD international conference on Knowledge discovery and data mining
Real-Time Delay Estimation Based on Delay History
Manufacturing & Service Operations Management
Responding to Unexpected Overloads in Large-Scale Service Systems
Management Science
Usability Analyses of CRM Systems in Call Centers: The Data Mining Approach
Proceedings of the Symposium on Human Interface 2009 on ConferenceUniversal Access in Human-Computer Interaction. Part I: Held as Part of HCI International 2009
Service Interruptions in Large-Scale Service Systems
Management Science
Algorithms for higher-order derivatives of Erlang C function
ICCOM Proceedings of the 13th WSEAS international conference on Communications
Efficient algorithms for higher-order derivatives of the continued Erlang delay function
WSEAS Transactions on Mathematics
Outsourcing strategy in two-stage call centers
Computers and Operations Research
Simplified Control Problems for Multiclass Many-Server Queueing Systems
Mathematics of Operations Research
Heavy-traffic extreme value limits for Erlang delay models
Queueing Systems: Theory and Applications
Knowledge sciences in services automation: integration models and perspectives for service centers
CASE'09 Proceedings of the fifth annual IEEE international conference on Automation science and engineering
On the inapproximability of M/G/K: why two moments of job size distribution are not enough
Queueing Systems: Theory and Applications
Manufacturing & Service Operations Management
Shift Scheduling Problem in Same-Day Courier Industry
Transportation Science
Series Expansions for Continuous-Time Markov Processes
Operations Research
Investigation of call centers as retrial queuing systems
Cybernetics and Systems Analysis
Pricing and Dimensioning Competing Large-Scale Service Providers
Manufacturing & Service Operations Management
Exploiting Market Size in Service Systems
Manufacturing & Service Operations Management
Customer Abandonment in Many-Server Queues
Mathematics of Operations Research
Tail asymptotics for waiting time distribution of an M/M/s queue with general impatient time
Proceedings of the 5th International Conference on Queueing Theory and Network Applications
Control of systems with flexible multi-server pools: a shadow routing approach
Queueing Systems: Theory and Applications
The n-network model with upgrades
Probability in the Engineering and Informational Sciences
Evolutionary optimization of service times in interactive voice response systems
IEEE Transactions on Evolutionary Computation
Stability of the bipartite matching model
ACM SIGMETRICS Performance Evaluation Review
A fluid approximation for large-scale service systems
ACM SIGMETRICS Performance Evaluation Review
Dynamic Supplier Contracts Under Asymmetric Inventory Information
Operations Research
The cμ/θ Rule for Many-Server Queues with Abandonment
Operations Research
Designing a call center with an IVR (Interactive Voice Response)
Queueing Systems: Theory and Applications
Dynamic control of a single-server system with abandonments
Queueing Systems: Theory and Applications
Constraint-based methods for scheduling discretionary services
AI Communications
Market Heterogeneity and Local Capacity Decisions in Services
Manufacturing & Service Operations Management
Multifocal learning for customer problem analysis
ACM Transactions on Intelligent Systems and Technology (TIST)
Rough set analysis on call center metrics
Applied Soft Computing
Knowledge processing in contact centers using a multi-agent architecture
WSEAS Transactions on Computers
A multi-agent approach for distributed knowledge processing in contact centers
ICCOMP'10 Proceedings of the 14th WSEAS international conference on Computers: part of the 14th WSEAS CSCC multiconference - Volume I
Queues with waiting time dependent service
Queueing Systems: Theory and Applications
State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems
Mathematics of Operations Research
TECHNICAL NOTE---Queueing Systems with Synergistic Servers
Operations Research
Product Customization and Customer Service Costs: An Empirical Analysis
Manufacturing & Service Operations Management
Retail store workforce scheduling by expected operating income maximization
CPAIOR'11 Proceedings of the 8th international conference on Integration of AI and OR techniques in constraint programming for combinatorial optimization problems
A probabilistic mechanism for agent discovery and pairing using domain-specific data
COIN@AAMAS'10 Proceedings of the 6th international conference on Coordination, organizations, institutions, and norms in agent systems
Contact center scheduling with strict resource requirements
IPCO'11 Proceedings of the 15th international conference on Integer programming and combinatoral optimization
Analysis of a queueing system with impatient customers and working vacations
Proceedings of the 6th International Conference on Queueing Theory and Network Applications
On Markov---Krein characterization of the mean waiting time in M/G/K and other queueing systems
Queueing Systems: Theory and Applications
Manufacturing & Service Operations Management
Call Centers with Delay Information: Models and Insights
Manufacturing & Service Operations Management
A Fluid Approximation for Service Systems Responding to Unexpected Overloads
Operations Research
Shadow-Routing Based Control of Flexible Multiserver Pools in Overload
Operations Research
Refining Square-Root Safety Staffing by Expanding Erlang C
Operations Research
A redesign framework for call centers
BPM'06 Proceedings of the 4th international conference on Business Process Management
A Benchmarking Model for Management of Knowledge-Intensive Service Delivery Networks
Journal of Management Information Systems
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Manufacturing & Service Operations Management
Effect of Traffic on Sales and Conversion Rates of Retail Stores
Manufacturing & Service Operations Management
Staffing optimization in complex service delivery systems
Proceedings of the 7th International Conference on Network and Services Management
Queues with Many Servers and Impatient Customers
Mathematics of Operations Research
Agent personalized call center traffic prediction and call distribution
ICONIP'11 Proceedings of the 18th international conference on Neural Information Processing - Volume Part II
An approximate solution for Ph/Ph/1 and Ph/Ph/1/N queues
ICPE '12 Proceedings of the 3rd ACM/SPEC International Conference on Performance Engineering
Customer relationship management and Web mining: the next frontier
Data Mining and Knowledge Discovery
Brazilian Portuguese speech-driven answering system
Proceedings of the 6th Euro American Conference on Telematics and Information Systems
Optimal control of a production-inventory system with customer impatience
Operations Research Letters
Two fluid approximations for multi-server queues with abandonments
Operations Research Letters
Contact center: information systems design
Journal of Intelligent Manufacturing
Robust Design and Control of Call Centers with Flexible Interactive Voice Response Systems
Manufacturing & Service Operations Management
Service-Level Variability of Inbound Call Centers
Manufacturing & Service Operations Management
Queueing Systems: Theory and Applications
A Simulation Optimization Approach to Long-Term Care Capacity Planning
Operations Research
Exact FCFS Matching Rates for Two Infinite Multitype Sequences
Operations Research
Overflow Networks: Approximations and Implications to Call Center Outsourcing
Operations Research
Scheduling service tickets in shared delivery
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
On the modeling and forecasting of call center arrivals
Proceedings of the Winter Simulation Conference
Modeling a complex global service delivery system
Proceedings of the Winter Simulation Conference
First in Line Waiting Times as a Tool for Analysing Queueing Systems
Operations Research
Does the Erlang C model fit in real call centers?
Proceedings of the Winter Simulation Conference
A Benchmarking Model for Management of Knowledge-Intensive Service Delivery Networks
Journal of Management Information Systems
Cyclic staff scheduling: optimization models for some real-life problems
Journal of Scheduling
Computers and Industrial Engineering
Analysis of operational data to improve performance in service delivery systems
Proceedings of the 8th International Conference on Network and Service Management
Diffusion approximations for open Jackson networks with reneging
Queueing Systems: Theory and Applications
Scaled control in the QED regime
Performance Evaluation
Gaussian skewness approximation for dynamic rate multi-server queues with abandonment
Queueing Systems: Theory and Applications
Abandonment versus blocking in many-server queues: asymptotic optimality in the QED regime
Queueing Systems: Theory and Applications
Data-stories about (im)patient customers in tele-queues
Queueing Systems: Theory and Applications
Optimal assignment of servers to tasks when collaboration is inefficient
Queueing Systems: Theory and Applications
Alternative MIP formulations for an integrated shift scheduling and task assignment problem
Discrete Applied Mathematics
Diffusion approximation for an overloaded X model via a stochastic averaging principle
Queueing Systems: Theory and Applications
Hi-index | 0.00 |
Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value--and at the same time fundamentally limited--in their ability to characterize system performance.We review the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research.