Heavy Traffic Limits for Queues with Many Deterministic Servers
Queueing Systems: Theory and Applications
Rational Abandonment from Tele-Queues: Nonlinear Waiting Costs with Heterogeneous Preferences
Queueing Systems: Theory and Applications
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Predicting queueing delays for multiclass call centers
valuetools '06 Proceedings of the 1st international conference on Performance evaluation methodolgies and tools
Call-Routing Schemes for Call-Center Outsourcing
Manufacturing & Service Operations Management
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
On priority queues with impatient customers
Queueing Systems: Theory and Applications
Queueing Systems: Theory and Applications
Dynamic routing of customers with general delay costs in a multiserver queuing system
Probability in the Engineering and Informational Sciences
Pointwise Stationary Fluid Models for Stochastic Processing Networks
Manufacturing & Service Operations Management
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
Queue-and-Idleness-Ratio Controls in Many-Server Service Systems
Mathematics of Operations Research
The impacts of customers’ delay-risk sensitivities on a queue with balking
Probability in the Engineering and Informational Sciences
Managing Service Systems with an Offline Waiting Option and Customer Abandonment
Manufacturing & Service Operations Management
When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance
Manufacturing & Service Operations Management
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
Dynamic control of a single-server system with abandonments
Queueing Systems: Theory and Applications
State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems
Mathematics of Operations Research
The Impact of Delaying the Delay Announcements
Operations Research
Queueing system MAP/M/N as a model of call center with call-back option
ASMTA'12 Proceedings of the 19th international conference on Analytical and Stochastic Modeling Techniques and Applications
Large-Scale Service Marketplaces: The Role of the Moderating Firm
Management Science
Manufacturing & Service Operations Management
MMAP|M|N queueing system with impatient heterogeneous customers as a model of a contact center
Computers and Operations Research
The concert queueing game: strategic arrivals with waiting and tardiness costs
Queueing Systems: Theory and Applications
Scaled control in the QED regime
Performance Evaluation
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Organizations worldwide use contact centers as an important channel of communication and transaction with their customers. This paper describes a contact center with two channels, one for real-time telephone service, and another for a postponed call-back service offered with a guarantee on the maximum delay until a reply is received. Customers are sensitive to both real-time and call-back delay and their behavior is captured through a probabilistic choice model. The dynamics of the system are modeled as anM/M/N multiclass system. We rigorously justify that as the number of agents increases, the system's load approaches its maximum processing capacity. Based on this observation, we perform an asymptotic analysis in the many-server, heavy traffic regime to find an asymptotically optimal routing rule, characterize the unique equilibrium regime of the system, approximate the system performance, and finally, propose a staffing rule that picks the minimum number of agents that satisfies a set of operational constraints on the performance of the system.