Optimal service policies under learning effects

@article{Ryder2008OptimalSP,
  title={Optimal service policies under learning effects},
  author={Geoffrey S. Ryder and Kevin Ross and John Musacchio},
  journal={International Journal of Services and Operations Management},
  year={2008},
  volume={4},
  pages={631-651}
}
For high-value workforces in service organisations such as call centres, scheduling rules rely increasingly on queueing system models to achieve optimal performance. Most of these models assume a homogeneous population of servers, or at least a static service capacity per service agent. In this work we examine the challenge posed by dynamically fluctuating service capacity, where servers may increase their own service efficiency through experience; they may also decrease it through absence. We… Expand
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