Staffing to maximize profit for call centers with alternate service-level agreements
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Publication:3100376
DOI10.1287/OPRE.1080.0585zbMATH Open1233.90206OpenAlexW1988154361MaRDI QIDQ3100376FDOQ3100376
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
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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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