Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers

DOI10.1155/2013/983723MaRDI QIDQ474796zbMATH OpenOpenAlexWikidataFDO

Authors S. A. Dudin, Janghyun Baek, Chesoong Kim, Olga Dudina

Publication date 24 November 2014

Published in Mathematical Problems in Engineering (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1155/2013/983723

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

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Cites work

• scientific article; zbMATH DE number 3113173 (Why is no real title available?)
• scientific article; zbMATH DE number 3140049 (Why is no real title available?)
• scientific article; zbMATH DE number 3736680 (Why is no real title available?)
• Call center operation model as a MAP/PH/N/R-N system with impatient customers
• Contact Centers with a Call-Back Option and Real-Time Delay Information
• Multi-dimensional asymptotically quasi-Toeplitz Markov chains and their application in queueing theory
• On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design
• Outsourcing strategy in two-stage call centers
• Queueing system \(MAP/M/N\) as a model of call center with call-back option
• Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center

Cited in

(5)

• Queueing systems with random volume customers and a sectorized unlimited memory buffer
• Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
• Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center
• Call centers with a postponed callback offer
• Queueing system \(MAP/M/N\) as a model of call center with call-back option

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