Optimal scheduling in call centers with a callback option-Reference-Cited by-同舟云学术

Optimal scheduling in call centers with a callback option

Published:2016-01 Issue: Volume:95 Page:1-40
ISSN:0166-5316
Container-title:Performance Evaluation
language:en
Short-container-title:Performance Evaluation

Author:

Legros Benjamin,Jouini Oualid^ORCID,Koole Ger

Publisher

Elsevier BV

Subject

Computer Networks and Communications,Hardware and Architecture,Modeling and Simulation,Software

Reference29 articles.

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5. J. Pichitlamken, A. Deslauriers, P. L’Ecuyer, A. Avramidis, Modeling and simulation of a telephone call center, in: Proceedings of the 37th Conference on Winter Simulation, New Orleans, LA, 2003, pp. 1805–1812.

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2. A dynamic prioritization policy for the callback option in a call center;Flexible Services and Manufacturing Journal;2021-03-31

3. Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option;Management Science;2021-03

4. Admission Control Policies in Loss Networks;IEEE Transactions on Automation Science and Engineering;2021

5. Front-office multitasking between service encounters and back-office tasks;European Journal of Operational Research;2020-12