A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow

DOI10.1007/S10100-023-00883-ZMaRDI QIDQ6608513zbMATH OpenFDO

Authors Michael Manitz, Marc-Philip Piehl

Publication date 20 September 2024

Published in CEJOR. Central European Journal of Operations Research (Search for Journal in Brave)

Copyright license Creative Commons Attribution 4.0 International

zbMATH Keywords

queueingimpatient customercall centerstaffing

Mathematics Subject Classification ID

Operations research and management science (90Bxx)

Recommendations

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Cites work

• Analysis and design of discrete part production lines
• Approximation of the non-stationary \(M(t)/M(t)/c(t)\)-queue using stationary queueing models: The stationary backlog-carryover approach
• Efficient algorithms for buffer space allocation
• First in line waiting times as a tool for analysing queueing systems
• Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands
• Optimization of overflow policies in call centers
• Outsourcing strategy in two-stage call centers
• Performance analysis and optimization of inbound call centers
• Queueing models of call centers: An introduction
• Queues with waiting time dependent service
• Staffing a call center with uncertain non-stationary arrival rate and flexibility

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