Designing a Call Center with Impatient Customers

References

  • Ancker C.J., Gafarian A.V. Queueing with reneging and multiple heterogeneous servers. Naval Res. Logist. Quart. (1963) 10:125–149CrossrefGoogle Scholar
  • Baccelli F., Hebuterne G. On queues with impatient customers. Performance '81 (1981) (North-Holland, Amsterdam, The Netherlands) 159–179Google Scholar
  • Bhattacharya P.P., Ephremides A., Kylstra F.J. Stochastic monotonicity properties of multiserver queues with impatient customers. J. Appl. Probab. (1991) 28:673–682CrossrefGoogle Scholar
  • Borst S., Mandelbaum A., Reiman M. Dimensioning of large call centers. (2000) . Submitted for publication (ie.technion.ac.il/ serveng)Google Scholar
  • Boxma O.J., Waal P.R. de. Multiserver queues with impatient customers. The Fundamental Role of Teletraffic in the Evolution of Telecommunications Networks (1994) (Elsevier, Amsterdam, The Netherlands) 743–756CrossrefGoogle Scholar
  • Brandt A., Brandt M., Labetoulle J., Roberts J.W. On a two-queue priority system with impatience and its application to a call center. (1998) . PreprintGoogle Scholar
  • Brandt A., Brandt M. On the M(n)/M(m)/s queue with impatient calls. Performance Evaluation (1999) 35:1–18CrossrefGoogle Scholar
  • Browne S., Whitt W. Piecewise-linear diffusion processes. Probability and Stochastic Series: Advances in Queueing. Theory, Methods, and Open Problems (1995) (CRC Press, Boca Raton, FL) 463–480Google Scholar
  • Cleveland B., Mayben J.Call Center Management on Fast Forward (1997) (Call Center Press, Annapolis, MD) Google Scholar
  • Dupuis P., Ishii H., Dshalalow J.H. SDE's with oblique reflection on nonsmooth domains. Ann. Probab. (1993) 21:554–580CrossrefGoogle Scholar
  • Erlang A.K. The theory of probabilities and telephone conversations. Nyt Tidsskrift Mat. (1909) B 20:33–39Google Scholar
  • Erlang A.K. Solutions of some problems in the theory of probabilities of significance in automatic telephone exchanges. Electroteknikeren (Danish) (1917) 13:5–13English translation. 1917–1918 P.O. Electr. Engrg. J.10 189–197Google Scholar
  • Fleming P.J., Stolyar A., Simon B. Heavy traffic limit for a mobile phone system loss model. (1994) Proc. 2nd Internat. Conf. Telecommunication Systems, Modeling, and AnalTN:158–176Google Scholar
  • Halfin S., Whitt W. Heavy-traffic limits for queues with many exponential servers. Oper. Res. (1981) 29:567–587LinkGoogle Scholar
  • Harris C.M., Hoffman K.L., Saunders P.B. Modeling the IRS telephone taxpayer information system. Oper. Res. (1987) 35:504–523LinkGoogle Scholar
  • Help Desk and Customer Support Practices Report (1997) May). Survey results, The Help Desk Institute, SOFTBANK ForumsGoogle Scholar
  • Hoffman K.L., Harris C.M. Estimation of a caller retrial rate for a telephone information system. Eur. J. Oper. Res. (1986) 27:207–214CrossrefGoogle Scholar
  • Jagerman D.L. Some properties of the Erlang loss function. Bell System Tech. J. (1974) 53(3):525–551CrossrefGoogle Scholar
  • Mandelbaum A., Pats G. State-dependent queues: Approximations and applications. Stochastic Networks (1995) (Springer-Verlag, New York) 239–282CrossrefGoogle Scholar
  • Mandelbaum A., Massey W.A., Reiman M., Kelly F.P., Williams R.J. Strong approximations for Markovian service networks. Queueing Systems: Theory and Applications (QUESTA) (1998) 30:149–201CrossrefGoogle Scholar
  • Mandelbaum A., Sakov A., Zeltyn S. Empirical analysis of a call center. (2000) . Technical report 〈ie.technion.ac.il/serveng/course/096324〉Google Scholar
  • Mandelbaum A., Massey W.A., Reiman M., Rider B., Key P., Smith D. Time varying multiserver queues with abandonment and retrials. Teletraffic Engineering in a Competitive World (1999) (Elsevier, Amsterdam, The Netherlands) Google Scholar
  • Mandelbaum A., Massey W.A., Reiman M., Rider B., Stolyar A. Queue lengths and waiting times for multiserver queues with abandonment and retrials. Selected Proc. 5th INFORMS Telecomm. Conf. (2000) . Submitted toGoogle Scholar
  • Nguyen V. Processing networks with parallel and sequential tasks: Heavy traffic analysis and Brownian limits. Ann. Appl. Probab. (1993) 3:28–55CrossrefGoogle Scholar
  • Palm C. Etude des delais d'attente. Ericsson Technics (1937) 5:37–56Google Scholar
  • Palm C. Intensitatsschwankungen im fernsprechverkehr. Ericsson Technics (1943) 44(1):1–189Google Scholar
  • Palm C. Methods of judging the annoyance caused by congestion. Tele (1953) 4:189–208Google Scholar
  • Puhalskii A. On the invariance principle for the first passage time. Math. Oper. Res. (1994) 19(4):946–954LinkGoogle Scholar
  • Riordan J.Stochastic Service Systems (1962) (Wiley, New York) Google Scholar
  • Stone C. Limit theorems for random walks, birth and death processes, and diffusion processes. Illinois J. Math. (1963) 7:638–660CrossrefGoogle Scholar
  • Sze D.Y. A queueing model for telephone operator staffing. Oper. Res. (1984) 32:229–249LinkGoogle Scholar
  • Whitt W. Understanding the efficiency of multi-server service systems. Management Sci. (1992) 38(5):708–723LinkGoogle Scholar
  • Zohar E., Mandelbaum A., Shimkin N. Adaptive behavior of impatient customers in tele-queues: Theory and empirical support. (2000) . Technical report 〈ie.technion.ac.il/serveng/course/096324〉Google Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.