Keyword: call centres

Found 17 papers in total
An M/G/1 two phase multi‐optional retrial queue with Bernoulli feedback, non‐persistent customers and breakdown and repair
An M/G/1 two phase multi‐optional retrial queue with Bernoulli feedback, non‐persistent customers and breakdown and repair
2014,
This paper has been motivated by the interactive voice response system...
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
2012,
In many call centers, agents are trained to handle all arriving calls but exhibit very...
Queues with waiting time dependent service
Queues with waiting time dependent service
2011,
Motivated by service levels in terms of the waiting‐time distribution seen, for...
When promotions meet operations: Cross-selling and its effect on call center performance
When promotions meet operations: Cross-selling and its effect on call center performance
2010,
We study cross-selling operations in call centers. The following questions are...
Staffing call centers with uncertain demand forecasts: A chance-constrained optimization approach
Staffing call centers with uncertain demand forecasts: A chance-constrained optimization approach
2010,
We consider the problem of staffing call centers with multiple customer classes and...
Fair dynamic routing in large-scale heterogeneous-server systems
Fair dynamic routing in large-scale heterogeneous-server systems
2010,
In a call center, there is a natural trade-off between minimizing customer wait time...
Service-level differentiation in many-server service systems via queue-ratio routing
Service-level differentiation in many-server service systems via queue-ratio routing
2010,
Motivated by telephone call centers, we study large-scale service systems with...
An evaluation model for inbound call centres design
An evaluation model for inbound call centres design
2010,
As customer behaviour influences effective call centre performance, this study...
On the interaction between stratification and control variates, with illustrations in a call centre simulation
On the interaction between stratification and control variates, with illustrations in a call centre simulation
2008,
Variance reduction techniques (VRTs) are often essential to make simulation quick and...
Dimensioning large call centres
Dimensioning large call centres
2004,
We develop a framework for asymptotic optimization of a queueing system. The...
Staffing and routing in a two-tier call centre
Staffing and routing in a two-tier call centre
2005,
This paper studies service systems with gatekeepers who diagnose a customer problem...
Getting more from call centers
Getting more from call centers
2005,
Call centers have become essential to the marketing and customer care strategies of...
A model for rational abandonments from invisible queues
A model for rational abandonments from invisible queues
2000,
We propose a model for abandonments from a queue, due to excessive wait, assuming that...
Modeling a phone center: Analysis of a multichannel, multiresource processor shared loss system
Modeling a phone center: Analysis of a multichannel, multiresource processor shared loss system
2001,
This paper presents a model for the study of operations at an inbound call center. The...
Designing a call center with impatient customers
Designing a call center with impatient customers
2002,
The most common model to support workforce management of telephone call centers is the...
Computation of steady-state probabilities for resource-sharing call-center queueing systems
Computation of steady-state probabilities for resource-sharing call-center queueing systems
2001,
Two routing rules for a queueing system of two stations are considered as alternative...
The multiclass GI/PH/N queue in the Halfin–Whitt regime
The multiclass GI/PH/N queue in the Halfin–Whitt regime
2000,
We consider a multiserver queue in the heavy-traffic regime introduced and studied by...
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