Performance analysis and optimization of inbound call centers
From MaRDI portal
Research exposition (monographs, survey articles) pertaining to operations research and mathematical programming (90-02) Communication networks in operations research (90B18) Queues and service in operations research (90B22) Management decision making, including multiple objectives (90B50) Operations research and management science (90B99)
Recommendations
- scientific article; zbMATH DE number 2159137
- Performance analysis of an inbound call center with skills-based routing
- Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System
- Queueing models of call centers: An introduction
- A new model for call centre queue management
Cited in
(14)- On the impact of customer balking, impatience and retrials in telecommunication systems
- Performance analysis of an inbound call center with skills-based routing
- Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
- Markovian retrial queues with two way communication
- Approximation of the non-stationary \(M(t)/M(t)/c(t)\)-queue using stationary queueing models: The stationary backlog-carryover approach
- An integer programming approach for scheduling inbound calls in call centres
- Algorithms for estimating throughput characteristics in a generalized call center model
- scientific article; zbMATH DE number 2159137 (Why is no real title available?)
- AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
- scientific article; zbMATH DE number 2221028 (Why is no real title available?)
- Designing a call center with an IVR (interactive voice response)
- Queueing network model of a call center with customer retrials and impatient customers
- A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow
- Performance analysis of a call center with interactive voice response units.
This page was built for publication: Performance analysis and optimization of inbound call centers
Report a bug (only for logged in users!)Click here to report a bug for this page (MaRDI item Q1407805)
