Optimizing the Staffing and Routing of Small-Size Hierarchical Call Centers-Reference-Cited by-同舟云学术

Optimizing the Staffing and Routing of Small-Size Hierarchical Call Centers

Published:2008-05 Issue:3 Volume:17 Page:306-319
ISSN:1059-1478
Container-title:Production and Operations Management
language:en
Short-container-title:Production and Operations Management

Author:

Chevalier Philippe,Van den Schrieck Jean-Christophe

Publisher

Wiley

Subject

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

Reference25 articles.

1. The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research

2. S. Bhulai, 2005 . Dynamic routing policies for multi-skill call centers . Technical Report WS2004-11, Vrije Universiteit, Amsterdam.

3. S. Borst, and P. Seri . 2000 . Robust algorithms for sharing agents with multiple skills . Technical report, Bell Laboratories, Murray Hill, NJ.

4. Overflow analysis and cross-trained servers

5. P. Chevalier, R. Shumsky, and N. Tabordon . 2005 . Routing and staffing in large call centers with specialized and fully flexible servers . Technical report, Universite catholique de Louvain, Louvain, Belgium.

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