Designing a Call Center with Impatient Customers

By O. Garnett, A. Mandelbaum, Martin I. Reiman. Manufacturing & Service Operations Management, 2002

648 citations recorded by the source corpus.

Subfields: Computer Networks and Communications, Electrical and Electronic Engineering, Management Information Systems

View Paper: https://www.semanticscholar.org/paper/5c0ddc1c5ccc387b44aede8422692b944cccb75c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Computer Networks and Communications

1. Ward Whitt
2. Ger Koole
3. A. Mandelbaum
4. Noah Gans
5. Rami Atar
6. Linda V. Green
7. Peter J. Kolesar
8. Martin I. Reiman

In Electrical and Electronic Engineering

1. Ward Whitt
2. Ger Koole
3. A. Mandelbaum
4. Noah Gans
5. Rami Atar
6. Linda V. Green
7. Peter J. Kolesar
8. Martin I. Reiman

In Management Information Systems

1. Ward Whitt
2. Kavita Ramanan
3. Ger Koole
4. J. Dai
5. Tolga Tezcan
6. Shuangchi He
7. Weining Kang
8. Linda V. Green

Citations in the corpus

• Many-server diffusion limits for G/Ph/n+GI queues (2010, background): “in Mandelbaum et al. (1998) for strong approximations and Mandelbaum and Pats (1998) for general state-dependent networks.”
• Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic (2004, methodology): “Further extensions were carried out by Puhalskii and Reiman [34] to cover a multiclass queue, phase-type service time distributions and priority scheduling policies, giving rise in the limit to a multidimensional diffusion process.”
• Asymptotic approximations for stationary distributions of many-server queues with abandonment (2010, background): “For many-server queues with abandonment whose interarrival, service and abandonment distributions are exponential, Garnett, Mandelbaum and Reiman [10] provide exact calculations of various steady state performance measures and their approximations in the Halfin–Whitt asymptotic regime, both in the c”
• Foundations and Implications of a Proposed Unified Services Theory (2006, background): “This “customer inventory” is commonly called a “queue” or a “waiting line,” and it experiences a “holding cost” much more time sensitive than traditional manufacturing inventories (Garnett, Mandelbaum, and Reiman 2002).”
• Steady-state analysis of a multiserver queue in the Halfin-Whitt regime (2007, neutral): “Keywords: Multiserver queue; heavy-traffic approximation; Halfin–Whitt (QED) regime 2000 Mathematics Subject Classification: Primary 60K25 Secondary 90B22”
• Telephone Call Centers: Tutorial, Review, and Research Prospects (2003, background): “[63], which specifically addresses call centers.”
• Staffing a Call Center with Uncertain Arrival Rate and Absenteeism (2006, background): “and Brandt (1999, 2002), Garnett, Mandelbaum and Reiman (2002) , Zohar, Mandelbaum”
• Fluid limits of many-server queues with reneging (2010, background): “[8] and Man delbaum and Zeltyn [19] for the case of exponential and general abandonment distributions, respectively, to provide insight into the design of large call centers.”
• Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007, methodology): “As emphasized by Garnett et al. (2002), Mandel-baum and Zeltyn (2004, 2005), and Feldman et al. (2007), in most call centers, some waiting customers abandon (leave without receiving service after joining the queue).”
• Statistical Analysis of a Telephone Call Center (2005, methodology): “For example, Garnett, Mandelbaum, and Reiman (2002) developed both exact and approximate expressions for M/M/N + M (also called Erlang-A) systems, which explicitly model customer patience (time to abandonment) as being exponentially distributed.”