Service-Level Differentiation in Call Centers with Fully Flexible Servers

DOI10.1287/mnsc.1070.0825zbMath1232.90279OpenAlexW2164669679MaRDI QIDQ3117690

Itai Gurvich, Avishai Mandelbaum, Mor Armony

Publication date: 29 February 2012

Published in: Management Science (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1287/mnsc.1070.0825

zbMATH Keywords

call centersheavy trafficstaffing

Mathematics Subject Classification ID

Deterministic scheduling theory in operations research (90B35) Queues and service in operations research (90B22) Case-oriented studies in operations research (90B90)

Related Items (22)

On Vector-Kronecker Product Multiplication with Rectangular Factors ⋮ The Benefit of Introducing Variability in Single-Server Queues with Application to Quality-Based Service Domains ⋮ Asymptotically optimal control of many-server heterogeneous service systems with \(H_{2}^{*}\) service times ⋮ A Fluid-Diffusion-Hybrid Limiting Approximation for Priority Systems with Fast and Slow Customers ⋮ Applications of fluid models in service operations management ⋮ Delay-Based Service Differentiation with Many Servers and Time-Varying Arrival Rates ⋮ Optimal balanced control for call centers ⋮ Steady-state analysis of a multiserver queue in the Halfin-Whitt regime ⋮ Exact analysis for multiserver queueing systems with cross selling ⋮ APPROXIMATE DYNAMIC PROGRAMMING TECHNIQUES FOR SKILL-BASED ROUTING IN CALL CENTERS ⋮ Optimal control of parallel server systems with many servers in heavy traffic ⋮ Queues with waiting time dependent service ⋮ Online scheduling policies for multiclass call centers with impatient customers ⋮ Decision making under uncertain and dependent system rates in service systems ⋮ Control of systems with flexible multi-server pools: a shadow routing approach ⋮ DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS ⋮ Exact computational approaches to a stochastic uncapacitated single allocation \(p\)-hub center problem ⋮ An extended queueing control model for facilities with front room and back room operations and mixed-skilled workers ⋮ Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regime ⋮ Optimal pricing and scheduling control of product shipping ⋮ OPTIMAL STATIC ASSIGNMENT AND ROUTING POLICIES FOR SERVICE CENTERS WITH CORRELATED TRAFFIC ⋮ Scheduling to Differentiate Service in a Multiclass Service System

This page was built for publication: Service-Level Differentiation in Call Centers with Fully Flexible Servers