Add to ORKGInternational audienceAn important feature of call center modeling is the presence of impatient customers. In this paper, we consider single-skill call centers including customer abandonments. We study a number of different service level definitions, including all those used in practice, and show how to explicitly compute their performance measures. Based on data from different call centers, new models are defined that extend the common Erlang A model. We show that the new models fit reality very well
Thousands of call centers operate in the United States employing millions of people. Since personnel...
This study investigates manpower planning and the performance of a national call center for scheduli...
This paper models a call center as a Markovian queue with multiple servers, where customer balking, ...
International audienceAn important feature of call center modeling is the presence of impatient cust...
An important feature of call center modeling is the presence of impatient customers. This article co...
Abstract This paper studies and applies queueing systems to Call Centers regarding the possibility o...
Working paper. Ecole Centrale Paris (LGI) and Koç University (College of Administrative Sciences and...
Submitted to IESM 2007, Beijing, ChinaIn this paper, we study the effect of informing customers abou...
International audienceIn this paper, we analyze a call center with impatient customers. We study how...
The research on call centres has attracted many researchers from different disciplines recently. In ...
This is a survey of some academic research on telephone call centers. The surveyed research has its ...
In modern call centres 60–70% of the operational costs come in the form of the human agents who take...
International audienceAn important feature in call center modeling is the presence of impatient cust...
A call center is a popular term for a service operation that caters to customers ’ needs via the tel...
In this thesis, we introduce the theory of Call Center and Key technology, then consider the Call Ce...
Thousands of call centers operate in the United States employing millions of people. Since personnel...
This study investigates manpower planning and the performance of a national call center for scheduli...
This paper models a call center as a Markovian queue with multiple servers, where customer balking, ...
International audienceAn important feature of call center modeling is the presence of impatient cust...
An important feature of call center modeling is the presence of impatient customers. This article co...
Abstract This paper studies and applies queueing systems to Call Centers regarding the possibility o...
Working paper. Ecole Centrale Paris (LGI) and Koç University (College of Administrative Sciences and...
Submitted to IESM 2007, Beijing, ChinaIn this paper, we study the effect of informing customers abou...
International audienceIn this paper, we analyze a call center with impatient customers. We study how...
The research on call centres has attracted many researchers from different disciplines recently. In ...
This is a survey of some academic research on telephone call centers. The surveyed research has its ...
In modern call centres 60–70% of the operational costs come in the form of the human agents who take...
International audienceAn important feature in call center modeling is the presence of impatient cust...
A call center is a popular term for a service operation that caters to customers ’ needs via the tel...
In this thesis, we introduce the theory of Call Center and Key technology, then consider the Call Ce...
Thousands of call centers operate in the United States employing millions of people. Since personnel...
This study investigates manpower planning and the performance of a national call center for scheduli...
This paper models a call center as a Markovian queue with multiple servers, where customer balking, ...