User menu

Peakedness-based staffing for call center outsourcing

Bibliographic reference Van den Schrieck, Jean-Christophe ; Aksin, Zeynep ; Chevalier, Philippe. Peakedness-based staffing for call center outsourcing. In: Production and Operations Management, Vol. 23, no.3, p. 504-524 (2014)
Permanent URL http://hdl.handle.net/2078.1/141941
  1. Akan Mustafa, Ata Barış, Lariviere Martin A., Asymmetric Information and Economies of Scale in Service Contracting, 10.1287/msom.1100.0303
  2. Aksin Zeynep, Armony Mor, Mehrotra Vijay, The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research, 10.1111/j.1937-5956.2007.tb00288.x
  3. Akşin O. Zeynep, de Véricourt Francis, Karaesmen Fikri, Call Center Outsourcing Contract Analysis and Choice, 10.1287/mnsc.1070.0823
  4. Araghi Mojtaba, Balcıog˜lu Barış, A new renewal approximation for certain autocorrelated processes, 10.1016/j.orl.2007.03.007
  5. Avramidis Athanassios N., Deslauriers Alexandre, L'Ecuyer Pierre, Modeling Daily Arrivals to a Telephone Call Center, 10.1287/mnsc.1040.0236
  6. Baron Opher, Milner Joseph, Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements, 10.1287/opre.1080.0585
  7. Borst Sem, Mandelbaum Avi, Reiman Martin I., Dimensioning Large Call Centers, 10.1287/opre.1030.0081
  8. Brown Lawrence, Gans Noah, Mandelbaum Avishai, Sakov Anat, Shen Haipeng, Zeltyn Sergey, Zhao Linda, Statistical Analysis of a Telephone Call Center : A Queueing-Science Perspective, 10.1198/016214504000001808
  9. Chen Bert P.K., Henderson Shane G., 10.1023/a:1016015213287
  10. Chevalier Philippe, Tabordon Nathalie, Overflow analysis and cross-trained servers, 10.1016/s0925-5273(03)00085-9
  11. Chevalier Philippe, Van den Schrieck Jean-Christophe, Optimizing the Staffing and Routing of Small-Size Hierarchical Call Centers, 10.3401/poms.1080.0033
  12. Chevalier , P. J.-C. Van den Schrieck Y. Wei 2010 Measuring the variability in supply chains with the peakedness
  13. Dawson , K. 2007 ICMI's contact center outsourcing report: Key findings Call Center Magazine http://www.callcentermagazine.com/shared/article/showArticle jhtml?articleId=201805251
  14. Erlang, The Life and Works of A. K. Erlang (1948)
  15. Fredericks A. A., Congestion in Blocking Systems-A Simple Approximation Technique, 10.1002/j.1538-7305.1980.tb03034.x
  16. Gans Noah, Koole Ger, Mandelbaum Avishai, Telephone Call Centers: Tutorial, Review, and Research Prospects, 10.1287/msom.5.2.79.16071
  17. Gans Noah, Zhou Yong-Pin, Call-Routing Schemes for Call-Center Outsourcing, 10.1287/msom.1060.0119
  18. Garnett O., Mandelbaum A., Reiman M., Designing a Call Center with Impatient Customers, 10.1287/msom.4.3.208.7753
  19. Halfin Shlomo, Whitt Ward, Heavy-Traffic Limits for Queues with Many Exponential Servers, 10.1287/opre.29.3.567
  20. Hasija Sameer, Pinker Edieal J., Shumsky Robert A., Call Center Outsourcing Contracts Under Information Asymmetry, 10.1287/mnsc.1070.0804
  21. Jagerman David L., Balcıoglu Barış, Altıok Tayfur, Melamed Benjamin, Mean Waiting Time Approximations in the G/G/1 Queue, 10.1023/b:ques.0000027996.28824.89
  22. Jagerman D. L., Some Properties of the Erlang Loss Function, 10.1002/j.1538-7305.1974.tb02756.x
  23. Keblis Matthew F., Chen Maomao, Improving Customer Service Operations at Amazon.com, 10.1287/inte.1060.0219
  24. Kleinrock, Queueing Systems; Volume 1: Theory (1975)
  25. Kosten, Stochastic Theory of Service Systems (1973)
  26. Kuczura Anatol, The Interrupted Poisson Process As An Overflow Process, 10.1002/j.1538-7305.1973.tb01971.x
  27. Macq, Optimization of Multimedia Flows over Data Networks: The Core Location Problem and the Peakedness Characterization (2005)
  28. Milner Joseph M., Olsen Tava Lennon, Service-Level Agreements in Call Centers: Perils and Prescriptions, 10.1287/mnsc.1070.0777
  29. Newell Gordon F., Approximate Stochastic Behavior of n-Server Service Systems with Large n, ISBN:9783540063667, 10.1007/978-3-642-65651-4
  30. Pot Auke, Bhulai Sandjai, Koole Ger, A Simple Staffing Method for Multiskill Call Centers, 10.1287/msom.1070.0173
  31. Ren , Z. J. F. Zhang 2009 Service Outsourcing: Capacity, Quality and Correlated Costs Boston University
  32. Ren Z. Justin, Zhou Yong-Pin, Call Center Outsourcing: Coordinating Staffing Level and Service Quality, 10.1287/mnsc.1070.0820
  33. Steckley, Proceedings of the 2005 Winter Simulation Conference (2005)
  34. Tabordon, Modeling and Optimizing the Management of Operator Training in a Call Center (2002)
  35. Van den Schrieck, Multi-skill Queueing Models for Call Centers: Approximations and Performance Optimization (2010)
  36. Whitt Ward, Approximating a Point Process by a Renewal Process, I: Two Basic Methods, 10.1287/opre.30.1.125
  37. Whitt Ward, Understanding the Efficiency of Multi-Server Service Systems, 10.1287/mnsc.38.5.708
  38. WHITT WARD, APPROXIMATIONS FOR THE GI/G/m QUEUE, 10.1111/j.1937-5956.1993.tb00094.x
  39. Wilkinson Roger I., Theories for Toll Traffic Engineering in the U. S. A.*, 10.1002/j.1538-7305.1956.tb02388.x
  40. Wolff, Stochastic Modeling and the Theory of Queues (1989)
  41. Jagerman , D. L. B. Melamed W. Willinger 1997 Stochastic modeling of traffic processes. Technical Report 7 Rutgers Center for Operations Research (RUTCOR)