Call center operation model as a MAP/PH/N/R−N system with impatient customers-Reference-Cited by-同舟云学术

Call center operation model as a MAP/PH/N/R−N system with impatient customers

Published:2011-12 Issue:4 Volume:47 Page:364-377
ISSN:0032-9460
Container-title:Problems of Information Transmission
language:en
Short-container-title:Probl Inf Transm

Author:

Dudin S. A.,Dudina O. S.

Publisher

Pleiades Publishing Ltd

Subject

Computer Networks and Communications,Computer Science Applications,Information Systems

Link

http://link.springer.com/content/pdf/10.1134/S0032946011040053.pdf

Reference16 articles.

1. Gilson, K.A. and Khandelwal, D.K., Getting More from Call Centers, The McKinsey Quarterly (online journal), 2005. Available at http://www.mckinseyquarterly.com/getting-more-from-call-centers-1597 .

2. Akşin, O.Z., Armony, M., and Mehrotra, V., The Modern Call Centers: A Multi-Disciplinary Perspective on Operations Management Research, Working Paper, Koç University, Istanbul, Turkey, 2007.

3. Garnett, O., Mandelbaum, A., and Reiman, M., Designing a Call Center with Impatient Customers, Manuf. Serv. Oper. Manag., 2002, vol. 4, no. 3, pp. 208–227.

4. Mandelbaum, A. and Zeltyn, S., Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers, Working Paper, Technion — Israel Inst. of Technology, 2007.

5. Whitt, W., Sensitivity of Performance in the Erlang A Model to Changes in the Model Parameters, Oper. Res., 2006, vol. 54, no. 2, pp. 247–260.

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