Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing-Reference-Cited by-同舟云学术

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Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing

Published:2015-01-26 Issue:7 Volume:24 Page:1101-1117
ISSN:1059-1478
Container-title:Production and Operations Management
language:en
Short-container-title:Prod Oper Manag

Author:

Koçağa Yaşar Levent¹,Armony Mor²,Ward Amy R.³

Affiliation:

1. Sy Syms School of Business; Yeshiva University; Belfer Hall 403/A New York City New York 10033 USA

2. Stern School of Business; New York University; KMC 8-62 New York City New York 10012 USA

3. Marshall School of Business; University of Southern California; Bridge Hall 401H Los Angeles California 90089 USA

Publisher

Wiley

Subject

Management of Technology and Innovation,Industrial and Manufacturing Engineering,Management Science and Operations Research

Link

http://onlinelibrary.wiley.com/wol1/doi/10.1111/poms.12332/fullpdf

Reference40 articles.

1. The modern call center: A multi-disciplinary perspective on operations management research;Akşin;Prod. Oper. Manag.,2007

2. Call center outsourcing contract analysis and choice;Akşin;Manage. Sci.,2008

3. Routing and staffing in large-scale service systems: The case of homogeneous impatient customers and heterogeneous servers;Armony;Oper. Res.,2011

4. Sensitivity of optimal capacity to customer impatience in an unobservable M=M=S queue (Why you shouldn't shout at the DMV);Armony;Manuf. Serv. Oper. Manag.,2009

5. On a data-driven method for staffing large call centers;Bassamboo;Oper. Res.,2009

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