-
1
-
-
39449086730
-
The modern call-center: A multi-disciplinary perspective on operations management research
-
Aksin, O. Z., M. Armony, V. Mehrotra,. 2007. The modern call-center: A multi-disciplinary perspective on operations management research. Prod. Oper. Manag. 16 (6): 665-688.
-
(2007)
Prod. Oper. Manag
, vol.16
, Issue.6
, pp. 665-688
-
-
Aksin, O.Z.1
Armony, M.2
Mehrotra, V.3
-
3
-
-
62549161052
-
-
Working paper, Northwestern University, Evanston, IL
-
Allon, G., A. Bassambo, I. Gurvich,. 2009. We will be right with you: Managing customer with vague promises. Working paper, Northwestern University, Evanston, IL.
-
(2009)
We Will Be Right with You: Managing Customer with Vague Promises
-
-
Allon, G.1
Bassambo, A.2
Gurvich, I.3
-
4
-
-
4544352590
-
Contact centers with a call-back option and real-time delay information
-
Armony, M., C. Maglaras,. 2004. Contact centers with a call-back option and real-time delay information. Oper. Res. 52: 527-545.
-
(2004)
Oper. Res.
, vol.52
, pp. 527-545
-
-
Armony, M.1
Maglaras, C.2
-
5
-
-
61449157245
-
The impact of delay announcements in many-server queues with abandonments
-
Armony, M., N. Shimkin, W. Whitt,. 2009. The impact of delay announcements in many-server queues with abandonments. Oper. Res. 57: 66-81.
-
(2009)
Oper. Res.
, vol.57
, pp. 66-81
-
-
Armony, M.1
Shimkin, N.2
Whitt, W.3
-
8
-
-
14944380366
-
Statistical analysis of a telephone call center: A queueing-science perspective
-
DOI 10.1198/016214504000001808
-
Brown, L., N. Gans, A. Mandelbaum, A. Sakov, H. Shen, S. Zeltyn, L. Zhao,. 2005. Statistical analysis of a telephone call center: A queueing-science perspective. J. Am. Stat. Assoc. 100: 36-50. (Pubitemid 40366817)
-
(2005)
Journal of the American Statistical Association
, vol.100
, Issue.469
, pp. 36-50
-
-
Brown, L.1
Gans, N.2
Mandelbaum, A.3
Sakov, A.4
Shen, H.5
Zeltyn, S.6
Zhao, L.7
-
10
-
-
34249736856
-
Coping with time-varying demand when setting staffing requirements for a service system
-
Green, L., P. Kolesar, W. Whitt,. 2007. Coping with time-varying demand when setting staffing requirements for a service system. Prod. Oper. Manag. 16: 13-39.
-
(2007)
Prod. Oper. Manag.
, vol.16
, pp. 13-39
-
-
Green, L.1
Kolesar, P.2
Whitt, W.3
-
11
-
-
38349162948
-
Analysis and comparison of queues with different levels of delay information
-
DOI 10.1287/mnsc.1060.0686
-
Guo, P., P. Zipkin,. 2007. Analysis and comparison of queues with different levels of delay information. Manage. Sci. 53: 962-970. (Pubitemid 351159627)
-
(2007)
Management Science
, vol.53
, Issue.6
, pp. 962-970
-
-
Guo, P.1
Zipkin, P.2
-
12
-
-
0021390136
-
The asymptotic behavior of queues with time-varying arrival rates
-
Heyman, D., W. Whitt,. 1984. The asymptotic behavior of queues with time-varying arrival rates. J. Appl. Probab. 21: 143-156. (Pubitemid 14581611)
-
(1984)
Journal of Applied Probability
, vol.21
, Issue.1
, pp. 143-156
-
-
Heyman, D.P.1
Whitt, W.2
-
13
-
-
68349122601
-
Real-time delay estimation based on delay history
-
Ibrahim, R., W. Whitt,. 2009a. Real-time delay estimation based on delay history. Manuf. Serv. Oper. Manage. 11: 397-415.
-
(2009)
Manuf. Serv. Oper. Manage.
, vol.11
, pp. 397-415
-
-
Ibrahim, R.1
Whitt, W.2
-
14
-
-
70349340975
-
Real-time delay estimation in overloaded multiserver queues with abandonments
-
Ibrahim, R., W. Whitt,. 2009b. Real-time delay estimation in overloaded multiserver queues with abandonments. Manage. Sci. 55: 1729-1742.
-
(2009)
Manage. Sci.
, vol.55
, pp. 1729-1742
-
-
Ibrahim, R.1
Whitt, W.2
-
15
-
-
79951667980
-
-
IEOR Department, Columbia University, New York, NY
-
Ibrahim, R., W. Whitt,. 2009c. Supplement to "Real-time delay estimation based on delay history in many-server service systems with time-varying arrivals," IEOR Department, Columbia University, New York, NY. Available at
-
(2009)
Supplement to "real-time Delay Estimation Based on Delay History in Many-server Service Systems with Time-varying Arrivals,"
-
-
Ibrahim, R.1
Whitt, W.2
-
17
-
-
39449083646
-
-
Working paper, Koc University, Turkey
-
Jouini, O., Y. Dallery, Z. Aksin,. 2007. Modeling call centers with delay information. Working paper, Koc University, Turkey.
-
(2007)
Modeling Call Centers with Delay Information
-
-
Jouini, O.1
Dallery, Y.2
Aksin, Z.3
-
18
-
-
0004177686
-
Empirical analysis of a call center
-
Technion, Israel
-
Mandelbaum, A., A. Sakov, S. Zeltyn,. 2000. Empirical analysis of a call center. Technical report, Faculty of Industrial Engineering and Management, Technion, Israel.
-
(2000)
Technical Report, Faculty of Industrial Engineering and Management
-
-
Mandelbaum, A.1
Sakov, A.2
Zeltyn, S.3
-
19
-
-
84974012784
-
A stochastic model to capture space and time dynamics in wireless communication systems
-
Massey, W., W. Whitt,. 1994. A stochastic model to capture space and time dynamics in wireless communication systems. Probab. Eng. Inf. Sci. 8: 541-569.
-
(1994)
Probab. Eng. Inf. Sci.
, vol.8
, pp. 541-569
-
-
Massey, W.1
Whitt, W.2
-
22
-
-
60849087198
-
Interday forecasting and intraday updating of call center arrivals
-
Shen, H., J. Huang,. 2008. Interday forecasting and intraday updating of call center arrivals. Manuf. Serv. Oper. Manage. 10: 601-623.
-
(2008)
Manuf. Serv. Oper. Manage.
, vol.10
, pp. 601-623
-
-
Shen, H.1
Huang, J.2
-
23
-
-
0032635713
-
Predicting queueing delays
-
Whitt, W., 1999a. Predicting queueing delays. Manage. Sci. 45: 870-888.
-
(1999)
Manage. Sci.
, vol.45
, pp. 870-888
-
-
Whitt, W.1
-
24
-
-
0032656019
-
Improving service by informing customers about anticipated delays
-
Whitt, W., 1999b. Improving service by informing customers about anticipated delays. Manage. Sci. 45: 192-207.
-
(1999)
Manage. Sci.
, vol.45
, pp. 192-207
-
-
Whitt, W.1
-
25
-
-
14844304484
-
Engineering solution of a basic call-center model
-
DOI 10.1287/mnsc.1040.0302
-
Whitt, W., 2005. Engineering solution of a basic call-center model. Manage. Sci. 51: 221-235. (Pubitemid 40360164)
-
(2005)
Management Science
, vol.51
, Issue.2
, pp. 221-235
-
-
Whitt, W.1
-
26
-
-
38549100200
-
Service performance analysis and improvement for a ticket queue with balking customers
-
DOI 10.1287/mnsc.1060.0660
-
Xu, S. H., L. Gao, J. Ou,. 2007. Service performance analysis and improvement for a ticket queue with balking customers. Manage. Sci. 53: 971-990. (Pubitemid 351159628)
-
(2007)
Management Science
, vol.53
, Issue.6
, pp. 971-990
-
-
Xu, S.H.1
Gao, L.2
Ou, J.3
|