Staffing to maximize profit for call centers with impatient and repeat-calling customers
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Publication:1666962
Recommendations
- Staffing call centers with impatient customers: refinements to many-server asymptotics
- Staffing many-server queues with impatient customers: constraint satisfaction in call centers
- Dimensioning Large Call Centers
- A staffing model for call center with customer patience variation
- On a data-driven method for staffing large call centers
Cites work
- A note on profit maximization and monotonicity for inbound call centers
- A Psychological Perspective on Service Segmentation Models: The Significance of Accounting for Consumers’ Perceptions of Waiting and Service
- Call center outsourcing: coordinating staffing level and service quality
- Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue
- Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center.
- Comparison of customer balking and reneging behavior to queueing theory predictions: An experimental study
- Dimensioning Large Call Centers
- Dynamic Scheduling of a Multiclass Queue in the Halfin-Whitt Heavy Traffic Regime
- Heavy-Traffic Limits for Queues with Many Exponential Servers
- scientific article; zbMATH DE number 3841285 (Why is no real title available?)
- Investigation of call centers as retrial queuing systems
- Managing Response Time in a Call-Routing Problem with Service Failure
- Mode Locking and Chaos in a Deterministic Queueing Model with Feedback
- Open, Closed, and Mixed Networks of Queues with Different Classes of Customers
- Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services
- Staffing many-server queues with impatient customers: constraint satisfaction in call centers
- Staffing to maximize profit for call centers with alternate service-level agreements
- The impact of retrials on call center performance
Cited in
(5)- Staffing call centers with impatient customers: refinements to many-server asymptotics
- Routing and staffing in customer service chat systems with impatient customers
- Call-Center Labor Cross-Training: It’s a Small World After All
- A staffing model for call center with customer patience variation
- A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow
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