Dimensioning Large Call Centers

By S. Borst, A. Mandelbaum, Martin I. Reiman. Operational Research, 2000

413 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/67010d83f27d44199814194e296b496bbcb6200c

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

In Electrical and Electronic Engineering

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

In Management Information Systems

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

Citations in the corpus

• Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007, background): “…limit , in which we let s 3 (cid:9) and (cid:1) 3 (cid:9) , with the mean service time 1/ (cid:4) held fixed, so that where a (cid:2) (3.7) (Halfin and Whitt 1981; Whitt 1992; Mandelbaum and Pats 1995; Garnett, Mandelbaum, and Reiman 2002; Borst, Mandelbaum, and Reiman 2004; Whitt 2005b).”
• Gaussian expansions and bounds for the Poisson distribution applied to the Erlang B formula (2008, background): “The regime where a manyserver queue is both in heavy traffic and critically loaded is known as the Halfin–Whitt regime or the quality and efficiency driven (QED) regime and has been the subject of an extensive recent research effort, motivated by agent staffing problems in customer contact centers; ”
• Queueing Models of Call Centers: An Introduction (2002, methodology): “However, as explained in [11] and elaborated on momentarily, well-managed large call centers operate within a rationalized regime, where quality and efficiency are balanced in the face of scale economies.”
• Martingale proofs of many-server heavy-traffic limits for Markovian queues ∗ (2007, background): “ndonment. There have been many subsequent results; e.g., see Mandelbaum and Pats [47, 48], Srikant and Whitt [61], Mandelbaum et al. [46], Puhalskii and Reiman [53], Garnett et al. [21], Borst et al. [11], Jelenkovi´c et al. [31], Whitt [72], Mandelbaum and Zeltyn [49] and Reed [55] for further disc”
• Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic (2004, background): “QED scaling thus leads to square-root safety staffing [7], which characterizes the regimes in [12, 15, 17, 24].”
• Designing a Call Center with Impatient Customers (2002, background): “(We refer the reader to Borst et al. (2000) for a historical perspective.) Whitt’s treatment of this subject was based primarily, but not exclusively, on his pioneering work with Shlomo Halfin (Halfin and Whitt 1981) regarding diffusion approximations for many-server queues. To be more specific, the”
• Steady-state analysis of a multiserver queue in the Halfin-Whitt regime (2007, background): “Revenue maximization and constraint satisfaction were considered in [2], [3], [ 11 ], [30], and [32].”
• Telephone Call Centers: Tutorial, Review, and Research Prospects (2003, methodology): “Borst, Mandelbaum, and Reiman [28] prove that, for a variety of natural delay-cost functions, staffing based on the square-root principle is, in fact, (asymptotically) optimal for large, heavilyloaded systems.”
• Staffing a Call Center with Uncertain Arrival Rate and Absenteeism (2006, background): “, see Brown et al. (2005). The abandonment feature also plays an important role in our analysis of modelparameter uncertainty.”