The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research
Top Cited Papers
- 1 November 2007
- journal article
- Published by SAGE Publications in Production and Operations Management
- Vol. 16 (6), 665-688
- https://doi.org/10.1111/j.1937-5956.2007.tb00288.x
Abstract
No abstract availableKeywords
This publication has 123 references indexed in Scilit:
- Value‐Based Routing and Preference‐Based Routing in Customer Contact CentersProduction and Operations Management, 2007
- Scheduling control for queueing systems with many servers: Asymptotic optimality in heavy trafficThe Annals of Applied Probability, 2005
- Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy trafficThe Annals of Applied Probability, 2004
- Agent Recruitment Planning in Knowledge-Intensive Call CentersJournal of Service Research, 2004
- Queueing model for call blending in call centersIEEE Transactions on Automatic Control, 2003
- Tensions and variations in call centre management strategiesHuman Resource Management Journal, 2002
- The viability of alternative call centre production modelsHuman Resource Management Journal, 2002
- Dynamic staffing in a telephone call center aiming to immediately answer all callsOperations Research Letters, 1999
- INSIGHTS ON SERVICE SYSTEM DESIGN FROM A NORMAL APPROXIMATION TO ERLANG'S DELAY FORMULAProduction and Operations Management, 1998
- Equilibrium strategies for queues with impatient customersOperations Research Letters, 1995