-
1
-
-
74849139602
-
Benefits of cross-training in a skill-based routing contact centre with priority queues and impatient customers
-
Ahgari, M. and Balci, B. (2009), “Benefits of cross-training in a skill-based routing contact centre with priority queues and impatient customers”, IIE Transactions, Vol. 41 No. 6, pp. 524-536.
-
(2009)
IIE Transactions
, vol.41
, Issue.6
, pp. 524-536
-
-
Ahgari, M.1
Balci, B.2
-
2
-
-
70349306214
-
-
Home Office Communications Division, London
-
Association of Chief Police Officers (2005), National Call Handling Standards, Home Office Communications Division, London, available at: http://library.college.police.uk/docs/homeoffice/call_handling_standards.pdf
-
(2005)
National Call Handling Standards
-
-
-
3
-
-
41549092642
-
Optimizing call center staffing using simulation and analytic center cutting-plane methods
-
Atlason, J., Epelman, M. and Henderson, S. (2008), “Optimizing call center staffing using simulation and analytic center cutting-plane methods”, Management Science, Vol. 54 No. 2, pp. 295-309.
-
(2008)
Management Science
, vol.54
, Issue.2
, pp. 295-309
-
-
Atlason, J.1
Epelman, M.2
Henderson, S.3
-
4
-
-
84897784116
-
Dimensioning a call centre simulation or queue theory?
-
Bouzada, M.A.C. (2009), “Dimensioning a call centre simulation or queue theory?”, Journal of Operations and Supply Chain Management, Vol. 2 No. 2, pp. 34-46.
-
(2009)
Journal of Operations and Supply Chain Management
, vol.2
, Issue.2
, pp. 34-46
-
-
Bouzada, M.A.C.1
-
5
-
-
0035461003
-
Input distribution selection for simulation experiments: accounting for input uncertainty
-
Chick, S.E. (2001), “Input distribution selection for simulation experiments: accounting for input uncertainty”, Operations Research, Vol. 49 No. 5, pp. 744-758.
-
(2001)
Operations Research
, vol.49
, Issue.5
, pp. 744-758
-
-
Chick, S.E.1
-
6
-
-
57149143717
-
Business process modelling, simulation and reengineering: call centres
-
Doomun, R. and Jungum, N.V. (2008), “Business process modelling, simulation and reengineering: call centres”, Business Process Management Journal, Vol. 14 No. 6, pp. 838-848.
-
(2008)
Business Process Management Journal
, vol.14
, Issue.6
, pp. 838-848
-
-
Doomun, R.1
Jungum, N.V.2
-
7
-
-
81055147251
-
Meeting the four-hour deadline in an A&E department
-
Eatock, J., Clarke, M., Picton, C. and Young, T. (2011), “Meeting the four-hour deadline in an A&E department”, Journal of Health Organization and Management, Vol. 25 No. 6, pp. 606-624.
-
(2011)
Journal of Health Organization and Management
, vol.25
, Issue.6
, pp. 606-624
-
-
Eatock, J.1
Clarke, M.2
Picton, C.3
Young, T.4
-
8
-
-
0345117077
-
Telephone call centers: tutorial, review, and research prospects
-
Gans, N., Koole, G. and Mandelbaum, A. (2003), “Telephone call centers: tutorial, review, and research prospects”, Manufacturing and Service Operations Management, Vol. 5 No. 2, pp. 79-141.
-
(2003)
Manufacturing and Service Operations Management
, vol.5
, Issue.2
, pp. 79-141
-
-
Gans, N.1
Koole, G.2
Mandelbaum, A.3
-
9
-
-
0036622829
-
Designing a call center with impatient customers
-
Garnett, O., Mandelbaum, A. and Reimann, M.L. (2002), “Designing a call center with impatient customers”, Manufacturing and Service Operations Management, Vol. 4 No. 3, pp. 208-227.
-
(2002)
Manufacturing and Service Operations Management
, vol.4
, Issue.3
, pp. 208-227
-
-
Garnett, O.1
Mandelbaum, A.2
Reimann, M.L.3
-
11
-
-
28044439900
-
Using process mapping and business process simulation to support a process-based approach to change in a public sector organization
-
Greasley, A. (2006), “Using process mapping and business process simulation to support a process-based approach to change in a public sector organization”, Technovation, Vol. 26 No. 1, pp. 95-103.
-
(2006)
Technovation
, vol.26
, Issue.1
, pp. 95-103
-
-
Greasley, A.1
-
12
-
-
38749096256
-
Improving police control rooms using simulation
-
Gunal, M.M., Onggo, S. and Pidd, M. (2008), “Improving police control rooms using simulation”, Journal of the Operational Research Society, Vol. 59 No. 2, pp. 171-181.
-
(2008)
Journal of the Operational Research Society
, vol.59
, Issue.2
, pp. 171-181
-
-
Gunal, M.M.1
Onggo, S.2
Pidd, M.3
-
13
-
-
0037303247
-
Activity-based costing/management and its implications for operations management
-
Gupta, M. and Galloway, K. (2003), “Activity-based costing/management and its implications for operations management”, Technovation, Vol. 23 No. 2, pp. 131-138.
-
(2003)
Technovation
, vol.23
, Issue.2
, pp. 131-138
-
-
Gupta, M.1
Galloway, K.2
-
14
-
-
0031131259
-
Process reengineering in the public sector: learning some private sector lessons
-
Halachmi, A. and Bovaird, T. (1997), “Process reengineering in the public sector: learning some private sector lessons”, Technovation, Vol. 17 No. 5, pp. 227-235.
-
(1997)
Technovation
, vol.17
, Issue.5
, pp. 227-235
-
-
Halachmi, A.1
Bovaird, T.2
-
15
-
-
0042024784
-
Simulating activity-based costing
-
Helberg, C., Galletly, J.E. and Bicheno, J.R. (1994), “Simulating activity-based costing”, Industrial Management and Data Systems, Vol. 94 No. 9, pp. 3-8.
-
(1994)
Industrial Management and Data Systems
, vol.94
, Issue.9
, pp. 3-8
-
-
Helberg, C.1
Galletly, J.E.2
Bicheno, J.R.3
-
16
-
-
39449105531
-
Models and approximations for call center design
-
Jagerman, D.L. and Melamed, B. (2003), “Models and approximations for call center design”, Methodology and Computing in Applied Probability, Vol. 5 No. 2, pp. 159-181.
-
(2003)
Methodology and Computing in Applied Probability
, vol.5
, Issue.2
, pp. 159-181
-
-
Jagerman, D.L.1
Melamed, B.2
-
17
-
-
85018246841
-
-
C-Desk Technology, Newark, NJ
-
Jezewski, A.A. and Moore, A.K. (2008), How to Manage Shift Patterns: Holidays and Absences, C-Desk Technology, Newark, NJ.
-
(2008)
How to Manage Shift Patterns: Holidays and Absences
-
-
Jezewski, A.A.1
Moore, A.K.2
-
18
-
-
0002661275
-
Activity-based systems: measuring the cost of resources
-
September
-
Kaplan, R.S. and Cooper, R. (1992), “Activity-based systems: measuring the cost of resources”, Accounting Horizons, September, pp. 1-13.
-
(1992)
Accounting Horizons
, pp. 1-13
-
-
Kaplan, R.S.1
Cooper, R.2
-
19
-
-
67649989034
-
Balancing risk and efficiency at a major commercial bank
-
Kekre, S., Secomandi, N., Sonmez, E. and West, K. (2009), “Balancing risk and efficiency at a major commercial bank”, Manufacturing and Service Operations Management, Vol. 11 No. 1, pp. 160-173.
-
(2009)
Manufacturing and Service Operations Management
, vol.11
, Issue.1
, pp. 160-173
-
-
Kekre, S.1
Secomandi, N.2
Sonmez, E.3
West, K.4
-
20
-
-
0004177242
-
-
6th ed., McGraw-Hill, Maidenhead
-
Kelton, W.D., Sadowski, R.P. and Zupick, N.B. (2014), Simulation with ARENA, 6th ed., McGraw-Hill, Maidenhead.
-
(2014)
Simulation with ARENA
-
-
Kelton, W.D.1
Sadowski, R.P.2
Zupick, N.B.3
-
21
-
-
77952941840
-
Consecutive staffing solution using simulation in the contact center
-
Kim, J.W. and Ha, S.H. (2010), “Consecutive staffing solution using simulation in the contact center”, Industrial Management and Data Systems, Vol. 110 No. 5, pp. 718-730.
-
(2010)
Industrial Management and Data Systems
, vol.110
, Issue.5
, pp. 718-730
-
-
Kim, J.W.1
Ha, S.H.2
-
22
-
-
84944040730
-
Modelling activity-based costing in restaurants
-
Kostakis, H., Boskou, G. and Palisidis, G. (2011), “Modelling activity-based costing in restaurants”, Journal of Modelling in Management, Vol. 6 No. 3, pp. 243-257.
-
(2011)
Journal of Modelling in Management
, vol.6
, Issue.3
, pp. 243-257
-
-
Kostakis, H.1
Boskou, G.2
Palisidis, G.3
-
23
-
-
67649168666
-
A simulation approach to restructuring call centers
-
Lam, K. and Lau, R.S.M. (2004), “A simulation approach to restructuring call centers”, Business Process Management Journal, Vol. 10 No. 4, pp. 481-494.
-
(2004)
Business Process Management Journal
, vol.10
, Issue.4
, pp. 481-494
-
-
Lam, K.1
Lau, R.S.M.2
-
24
-
-
78149401462
-
Lean Six Sigma in a call centre: a case study
-
Laureani, A., Antony, J. and Douglas, A. (2009), “Lean Six Sigma in a call centre: a case study”, International Journal of Productivity and Performance Management, Vol. 59 No. 8, pp. 757-768.
-
(2009)
International Journal of Productivity and Performance Management
, vol.59
, Issue.8
, pp. 757-768
-
-
Laureani, A.1
Antony, J.2
Douglas, A.3
-
25
-
-
0004312378
-
-
3rd ed., McGraw-Hill, Singapore
-
Law, A.M. and Kelton, W.D. (2000), Simulation Modeling and Analysis, 3rd ed., McGraw-Hill, Singapore.
-
(2000)
Simulation Modeling and Analysis
-
-
Law, A.M.1
Kelton, W.D.2
-
26
-
-
0032119946
-
Building operations management theory through case and field research
-
Meredith, J. (1998), “Building operations management theory through case and field research”, Journal of Operations Management, Vol. 16 No. 4, pp. 441-454.
-
(1998)
Journal of Operations Management
, vol.16
, Issue.4
, pp. 441-454
-
-
Meredith, J.1
-
27
-
-
38649084047
-
Reengineering call centre operations using simulation
-
Min, H. and Yu, V. (2004), “Reengineering call centre operations using simulation”, International Journal of Services Technology and Management, Vol. 9 No. 1, pp. 71-78.
-
(2004)
International Journal of Services Technology and Management
, vol.9
, Issue.1
, pp. 71-78
-
-
Min, H.1
Yu, V.2
-
28
-
-
0242578562
-
Activity-based cost estimation in a push/pull advanced manufacturing system
-
Özbayrak, M., Akgün, M. and Türker, A.K. (2004), “Activity-based cost estimation in a push/pull advanced manufacturing system”, International Journal of Production Economics, Vol. 87 No. 1, pp. 49-65.
-
(2004)
International Journal of Production Economics
, vol.87
, Issue.1
, pp. 49-65
-
-
Özbayrak, M.1
Akgün, M.2
Türker, A.K.3
-
29
-
-
66249100587
-
Lean transformation in the pure service environment: the case of the call centre
-
Piercy, M. and Rich, N. (2009), “Lean transformation in the pure service environment: the case of the call centre”, International Journal of Operations and Production Management, Vol. 29 No. 1, pp. 54-76.
-
(2009)
International Journal of Operations and Production Management
, vol.29
, Issue.1
, pp. 54-76
-
-
Piercy, M.1
Rich, N.2
-
30
-
-
0346339977
-
Policing with the Ottawa shift system: a British experience
-
Richbell, S., Simpson, M., Sykes, G.M.H. and Meegan, S. (1998), “Policing with the Ottawa shift system: a British experience”, Policing: An International Journal of Police Strategies and Management, Vol. 21 No. 3, pp. 384-396.
-
(1998)
Policing: An International Journal of Police Strategies and Management
, vol.21
, Issue.3
, pp. 384-396
-
-
Richbell, S.1
Simpson, M.2
Sykes, G.M.H.3
Meegan, S.4
-
31
-
-
33744817363
-
Call centre management: responsibilities and performance
-
Robinson, G. and Morley, C. (2006), “Call centre management: responsibilities and performance”, International Journal of Service Industry Management, Vol. 17 No. 3, pp. 284-300.
-
(2006)
International Journal of Service Industry Management
, vol.17
, Issue.3
, pp. 284-300
-
-
Robinson, G.1
Morley, C.2
-
32
-
-
84878242417
-
The impact of call centre stressors on inbound and outbound call-centre agent burnout
-
Rod, M. and Ashill, N.J. (2013), “The impact of call centre stressors on inbound and outbound call-centre agent burnout”, Managing Service Quality, Vol. 23 No. 3, pp. 245-264.
-
(2013)
Managing Service Quality
, vol.23
, Issue.3
, pp. 245-264
-
-
Rod, M.1
Ashill, N.J.2
-
33
-
-
81455149028
-
The contribution of information technology to call center productivity
-
Rowe, F., Marciniak, R. and Clergeau, C. (2011), “The contribution of information technology to call center productivity”, Information, Technology and People, Vol. 24 No. 4, pp. 336-361.
-
(2011)
Information, Technology and People
, vol.24
, Issue.4
, pp. 336-361
-
-
Rowe, F.1
Marciniak, R.2
Clergeau, C.3
-
34
-
-
0040438195
-
A call center uses simulation to drive strategic change
-
Saltzman, R. and Mehrotra, V. (2001), “A call center uses simulation to drive strategic change”, Interfaces, Vol. 31 No. 3, pp. 87-101.
-
(2001)
Interfaces
, vol.31
, Issue.3
, pp. 87-101
-
-
Saltzman, R.1
Mehrotra, V.2
-
35
-
-
84887395354
-
Workforce assessment method for an urban police department: using analytics to estimate patrol staffing
-
Srinivasan, S., Sorrell, T.P., Brooks, J.P., Edwards, D.J. and McDougle, R.D. (2013), “Workforce assessment method for an urban police department: using analytics to estimate patrol staffing”, Policing: An International Journal of Police Strategies and Management, Vol. 36 No. 4, pp. 702-718.
-
(2013)
Policing: An International Journal of Police Strategies and Management
, vol.36
, Issue.4
, pp. 702-718
-
-
Srinivasan, S.1
Sorrell, T.P.2
Brooks, J.P.3
Edwards, D.J.4
McDougle, R.D.5
-
36
-
-
0036722599
-
Effective case research in operations management: a process perspective
-
Stuart, I., McCutcheon, D., Handfield, R., McLachlin, R. and Samson, D. (2002), “Effective case research in operations management: a process perspective”, Journal of Operations Management, Vol. 20 No. 5, pp. 419-433.
-
(2002)
Journal of Operations Management
, vol.20
, Issue.5
, pp. 419-433
-
-
Stuart, I.1
McCutcheon, D.2
Handfield, R.3
McLachlin, R.4
Samson, D.5
-
37
-
-
26844488250
-
Variable employee productivity in workforce scheduling
-
Thompson, G.M. and Goodale, J.C. (2006), “Variable employee productivity in workforce scheduling”, European Journal of Operational Research, Vol. 170 No. 2, pp. 376-390.
-
(2006)
European Journal of Operational Research
, vol.170
, Issue.2
, pp. 376-390
-
-
Thompson, G.M.1
Goodale, J.C.2
-
39
-
-
84927512082
-
Factors affecting health of the police officials: mediating role of job stress
-
Tyagi, A. and Dhar, R.L. (2014), “Factors affecting health of the police officials: mediating role of job stress”, Policing: An International Journal of Police Strategies and Management, Vol. 37 No. 3, pp. 649-664.
-
(2014)
Policing: An International Journal of Police Strategies and Management
, vol.37
, Issue.3
, pp. 649-664
-
-
Tyagi, A.1
Dhar, R.L.2
|