Stochastic call center staffing with uncertain arrival, service and abandonment rates: A Bayesian perspective-Reference-Cited by-同舟云学术

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Stochastic call center staffing with uncertain arrival, service and abandonment rates: A Bayesian perspective

Published:2016-09 Issue:6 Volume:63 Page:460-478
ISSN:0894-069X
Container-title:Naval Research Logistics (NRL)
language:en
Short-container-title:Naval Research Logistics

Author:

Aktekin Tevfik¹,Ekin Tahir²

Affiliation:

1. Department of Decision Sciences, Peter T. Paul College of Business and Economics; University of New Hampshire; New Hampshire

2. Department of Computer Information Systems and Quantitative Methods, McCoy College of Business; Texas State University; Texas

Publisher

Wiley

Subject

Management Science and Operations Research,Ocean Engineering,Modeling and Simulation

Reference57 articles.

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

2. Structural estimation of callers’ delay sensitivity in call centers;Aksin;Manag Sci,2013

3. Call center arrival modeling: A Bayesian state-space approach;Aktekin;Nav Res Logist,2011

4. Bayesian analysis of queues with impatient customers: Applications to call centers;Aktekin;Nav Res Logist,2012

5. Prior assessment for prediction in queues;Armero;Statistician,1994

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