Staffing and control of instant messaging contact centers

DOI10.1287/OPRE.1120.1151MaRDI QIDQ5301130zbMATH OpenOpenAlexFDO

Authors Jun Luo, Jiheng Zhang

Publication date 2 July 2013

Published in Operations Research (Search for Journal in Brave)

Full work available at URL https://semanticscholar.org/paper/07f888fda38b9f86418c088d27ab9befa012baf5

zbMATH Keywords

fluid modelsmany-server queueslimited processor-sharingstaffing and control

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Queueing theory (aspects of probability theory) (60K25)

Recommendations

• Models and approximations for call center design
• Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
• On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design
• Strong approximation for the supermarket model
• Approximations for chat service systems using many-server diffusion limits

Cited in

(8)

• Optimal staffing in nonstationary service centers with constraints
• A survey on skill-based routing with applications to service operations management
• On the scheduling of operations in a chat contact center
• Routing and staffing in customer service chat systems with impatient customers
• Approximations for chat service systems using many-server diffusion limits
• Comparison of fluid approximations for service systems with state-dependent service rates and return probabilities
• On the instability of matching queues
• Management of a shared-spectrum network in wireless communications

This page was built for publication: Staffing and control of instant messaging contact centers

Report a bug (only for logged in users!)Click here to report a bug for this page (MaRDI item Q5301130)