• Publications
  • Influence
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
A call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article summarizes an analysis of a uniqueExpand
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A Call-Routing Problem with Service-Level Constraints
TLDR
We consider a queueing system, commonly found in inbound telephone call centers, that processes two types of work. Expand
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Customer Loyalty and Supplier Quality Competition
  • N. Gans
  • Computer Science, Engineering
  • Manag. Sci.
  • 1 February 2002
TLDR
We develop a model of customer choice in response to random variation in quality. Expand
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Pricing and Capacity Rationing for Rentals with Uncertain Durations
TLDR
We formulate this rental management problem as a problem in stochastic control and characterize optimal policies for managing contract and walk-in customers. Expand
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Economic Analysis of Simulation Selection Problems
TLDR
This paper presents a new approach to the simulation selection problem, one that maximizes the expected net present value of decisions made when using stochastic simulation. Expand
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Managing Learning and Turnover in Employee Staffing
  • N. Gans, Y. Zhou
  • Computer Science, Mathematics
  • Oper. Res.
  • 1 November 2002
TLDR
We study the employee staffing problem in a service organization that uses employee service capacity to meet random, nonstationary service requirements. Expand
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  • 8
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Simple Models of Discrete Choice and Their Performance in Bandit Experiments
TLDR
We empirically investigate how well these choice rules match actual performance as people solve two-armed Bernoulli bandit problems. Expand
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Estimating the Operational Impact of Container Inspections at International Ports
TLDR
A U.S. law mandating nonintrusive imaging and radiation detection for 100% of containers at international ports has provoked widespread concern that the resulting congestion would hinder trade significantly. Expand
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Service times in call centers: Agent heterogeneity and learning with some operational consequences
Telephone call centers are data-rich environments that, until re- cently, have not received sustained attention from academics. For about a decade now, we are fortunate to have worked with ourExpand
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