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Telephone Call Centers: Tutorial, Review, and Research Prospects
TLDR
We review the state of research on telephone call centers. Expand
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Statistical Analysis of a Telephone Call Center
TLDR
A call center is a service network in which agents provide telephone-based services. Expand
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Designing a Call Center with Impatient Customers
TLDR
In this paper, we analyze the simplest abandonment model, in which customers' patience is exponentially distributed and the system's waiting capacity is unlimited ( M/ M/ N +M). Expand
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Dimensioning Large Call Centers
TLDR
We develop a framework for asymptotic optimization of a queueing system. Expand
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Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
TLDR
An asymptotic operational regime for the M/M/n + G queue that captures the tradeoff between operational efficiency and service quality. Expand
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ON PATIENT FLOW IN HOSPITALS: A DATA-BASED QUEUEING-SCIENCE PERSPECTIVE
Hospitals are complex systems with essential societal benefits and huge mounting costs. These costs are exacerbated by inefficiencies in hospital processes, which are often manifested by congestionExpand
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Strong approximations for Markovian service networks
TLDR
We develop limit theorems for a large class of stochastic service network models where parameters like arrival and service rates, routing topologies, and the number of servers at a given node are all functions of time as well as the current state. Expand
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Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cµ-Rule
TLDR
We consider a queueing system with multitype customers and flexible (multiskilled) servers that work in parallel. Expand
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Discrete Flow Networks: Bottleneck Analysis and Fluid Approximations
TLDR
We conduct bottleneck analysis of a deterministic dynamic dynamic discrete-flow network. Expand
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Queueing Models of Call Centers: An Introduction
TLDR
This is a survey of some academic research on telephone call centers. Expand
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