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» Queueing Models of Call Centers: An Introduction
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ANOR
2002
54views more  ANOR 2002»
14 years 10 months ago
Queueing Models of Call Centers: An Introduction
Ger Koole, Avishai Mandelbaum
WSC
2008
15 years 12 days ago
REal-time delay estimation in call centers
We use computer simulation to study the performance of alternative real-time delay estimators in heavily loaded multiserver queueing models. These delay estimates may be used to m...
Rouba Ibrahim, Ward Whitt
EOR
2010
110views more  EOR 2010»
14 years 10 months ago
Online scheduling policies for multiclass call centers with impatient customers
We consider a call center with two classes of impatient customers: premium and regular classes. Modeling our call center as a multiclass GI/GI/s + M queue, we focus on developing ...
Oualid Jouini, Auke Pot, Ger Koole, Yves Dallery
MANSCI
2008
116views more  MANSCI 2008»
14 years 10 months ago
Call Center Outsourcing: Coordinating Staffing Level and Service Quality
In this paper, we study the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. We mo...
Z. Justin Ren, Yong-Pin Zhou
MASCOTS
2007
14 years 11 months ago
PerfCenter: A Methodology and Tool for Performance Analysis of Application Hosting Centers
— We present a tool, PerfCenter, that takes as input the deployment, configuration, message flow and workload details of the hardware and software servers in an application hos...
Rukma Prabhu Verlekar, Varsha Apte, Prakhar Goyal,...