Staffing to maximize profit for call centers with alternate service-level agreements

DOI10.1287/OPRE.1080.0585MaRDI QIDQ3100376zbMATH OpenOpenAlexFDO

Authors Opher Baron, Joseph M. Milner

Publication date 24 November 2011

Published in Operations Research (Search for Journal in Brave)

Full work available at URL https://semanticscholar.org/paper/ce60c95acd34aaf7a8c05d1283de9092fdd49361

zbMATH Keywords

queuesapproximationsbalking and reneging

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Theory of organizations, manpower planning in operations research (90B70)

Recommendations

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Cited in

(18)

• Fluid approximations and control of queues in emergency departments
• Staffing large-scale service systems with distributional uncertainty
• Approximations for the \(M/GI/N +GI\) type call center
• Combining revenue and equity in capacity allocation of imaging facilities
• Applications of fluid models in service operations management
• A stochastic programming model for scheduling call centers with global service level agreements
• Competition and market segmentation of the call center service supply chain
• Approximate performance measures for a single station two-stage reneging queue
• Modeling and optimization of a product-service system with additional service capacity and impatient customers
• Staffing to maximize profit for call centers with impatient and repeat-calling customers
• Diffusion Approximation for Efficiency-Driven Queues When Customers Are Patient
• Occupation times of alternating renewal processes with Lévy applications
• Call center outsourcing: coordinating staffing level and service quality
• Call Center Staffing: Service-Level Constraints and Index Priorities
• To pool or not to pool: queueing design for large-scale service systems
• Occupation times for the finite buffer fluid queue with phase-type ON-times
• Stochastic optimization for real time service capacity allocation under random service demand
• Call-Center Labor Cross-Training: It’s a Small World After All

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