Dimensioning Large Call Centers
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Recommendations
- Staffing call centers with impatient customers: refinements to many-server asymptotics
- Staffing many-server queues with impatient customers: constraint satisfaction in call centers
- Refining square-root safety staffing by expanding Erlang C
- Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
- On a data-driven method for staffing large call centers
Cited in
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- Resource pooling in the presence of failures: efficiency versus risk
- Fluid approximations and control of queues in emergency departments
- Optimality gaps in asymptotic dimensioning of many-server systems
- Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center.
- Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic.
- Congestion-based leadtime quotation and pricing for revenue maximization with heterogeneous customers
- Complete resource pooling of a load-balancing policy for a network of battery swapping stations
- Asymptotic analysis of resource heterogeneous QS \((\mathrm{MMPP}+2\mathrm{M})^{(2,\nu )}/\mathrm{GI}(2)/\infty\) under equivalently increasing service time
- Optimal staffing for ticket queues
- Uniform stability of some large-scale parallel server networks
- Designing a service system with price- and distance-sensitive demand: a case study in mining industry
- Statistical theory powering data science
- A survey on skill-based routing with applications to service operations management
- Staffing for many-server systems facing non-standard arrival processes
- Optimal service rate perturbations of many server queues in heavy traffic
- Managing capacity and inventory jointly for multi-server make-to-stock queues
- A fair staff allocation rule for the capacity pooling of multiple call centers
- Cumulants of the maximum of the Gaussian random walk
- Staffing and routing in a two-tier call centre
- Approximate performance measures for a single station two-stage reneging queue
- Bilingual server call centres
- Routing and staffing when servers are strategic
- Heavy-traffic limits for a many-server queueing network with switchover
- Refining square-root safety staffing by expanding Erlang C
- Staffing call centers with impatient customers: refinements to many-server asymptotics
- Optimality gap of asymptotically derived prescriptions in queueing systems, \(o(1)\)-optimality
- On a data-driven method for staffing large call centers
- Staffing many-server queues with impatient customers: constraint satisfaction in call centers
- Optimal server allocation in general, finite, multi-server queueing networks
- Design and analysis of diagnostic service centers
- Service-level differentiation in call centers with fully flexible servers
- Competition and market segmentation of the call center service supply chain
- Fleet coordination in decentralized Humanitarian operations funded by earmarked donations
- Managing Supply in the On-Demand Economy: Flexible Workers, Full-Time Employees, or Both?
- Diffusion Approximation for Efficiency-Driven Queues When Customers Are Patient
- Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
- Dimensioning Large-Scale Membership Services
- Resource Pooling and Cost Allocation Among Independent Service Providers
- Steady-state analysis of a multiserver queue in the Halfin-Whitt regime
- Back to the roots of the M/D/s queue and the works of Erlang, Crommelin and Pollaczek
- M/G/c/K PERFORMANCE MODELS IN MANUFACTURING AND SERVICE SYSTEMS
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- On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design
- A TIME-VARYING CALL CENTER DESIGN VIA LAGRANGIAN MECHANICS
- A lower bound for the Erlang C formula in the Halfin-Whitt regime
- A short note on the monotonicity of the Erlang C formula in the Halfin-Whitt regime
- Abandonment versus blocking in many-server queues: asymptotic optimality in the QED regime
- Some asymptotic results for the transient distribution of the Halfin-Whitt diffusion process
- Asymptotically optimal staffing of service systems with joint QoS constraints
- Loss systems with slow retrials in the Halfin-Whitt regime
- Methods of Limiting Decomposition and Markovian Summation in Queueing System with Infinite Number of Servers
- Staffing, Routing, and Payment to Trade off Speed and Quality in Large Service Systems
- New perspectives on the Erlang-A queue
- Economies-of-scale in many-server queueing systems: tutorial and partial review of the QED Halfin-Whitt heavy-traffic regime
- BRAVO for many-server QED systems with finite buffers
- Staffing many-server systems with admission control and retrials
- Novel heavy-traffic regimes for large-scale service systems
- Gaussian expansions and bounds for the Poisson distribution applied to the Erlang B formula
- Application of the queueing theory on calculation of the optimal number of employees of the call-centre
- Transient behavior of the Halfin-Whitt diffusion
- scientific article; zbMATH DE number 2221028 (Why is no real title available?)
- Towards ``zero abandonments in call center performance
- Time-dependent analysis for refused admissions in clinical wards
- Designing a call center with an IVR (interactive voice response)
- Service staffing with delay probabilities
- Multi-server, Finite Waiting Room,M/G/c/KOptimization Models
- Applications of fluid models in service operations management
- Universally optimal staffing of Erlang-A queues facing uncertain arrival rates
- Stochastic modeling of integrated order fulfillment processes with delivery time promise: order picking, batching, and last-mile delivery
- Optimal design of multi-server Markovian queues with polynomial waiting and service costs
- Managing flexibility: optimal sizing and scheduling of flexible servers
- Police staffing and workload assignment in law enforcement using multi-server queueing models
- Universally optimal staffing for Erlang-A queues facing uncertain arrival rates: the case of constraint satisfaction
- Some asymptotic properties of the Erlang-C formula in many-server limiting regimes
- Allocation and routing of heterogeneous technicians in consideration of uncertain service results and revisits
- Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue
- Dynamic routing in large-scale service systems with heterogeneous servers
- Corrected asymptotics for a multi-server queue in the Halfin-Whitt regime
- Workload forecasting for a call center: methodology and a case study
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