Telephone Call Centers: Tutorial, Review, and Research Prospects

By Noah Gans, Ger Koole, A. Mandelbaum. Manufacturing & Service Operations Management, 2003

1,427 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/86c885a90ce1276262ab81745570da41ace0a9ff

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. Kavita Ramanan
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. Pierre Pinson
3. A. Mandelbaum
4. Noah Gans
5. Rami Atar
6. Thordis Linda Thorarinsdottir
7. Linda V. Green
8. Fotios Petropoulos

In Management Information Systems

1. Ward Whitt
2. Kavita Ramanan
3. Weining Kang
4. Nikolaos Kourentzes
5. Linda V. Green
6. Peter J. Kolesar
7. A. Mandelbaum
8. Noah Gans

Citations in the corpus

• The impact of structural empowerment on individual well-being and performance: Taking agent preferences, self-efficacy and operational constraints into account (2010, background): “Consumer and business interactions were deliberately designed to be unique so as to facilitate the development of distinct agent preferences, and thus ensure the robustness of the empowerment manipulation (see Gans et al., 2003; Wall et al., 2002; Wilkinson, 2001).”
• Fluid limits of many-server queues with reneging (2010, background): “Over the last couple of decades, several applications have spurred the study of many-server models with abandonment [2, 4, 9 ]. Specically, in applications to telephone contact centers and (more generally) customer contact centers, the eect of customers’ impatience has been shown to have a substant”
• Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic (2004, background): “(See [13] for more elaboration, motivation and references.”
• Forecasting: theory and practice (2020, background): “load is required in terms of the call arrivals (Gans et al., 2003).”
• Statistical Analysis of a Telephone Call Center (2005, background): “Gans, Koole, and Mandelbaum (2003) reviewed queueing and related models of call centers, and Mandelbaum (2001) provided an extensive bibliography.”
• Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007, background): “For background on call centers, see the survey by Gans, Koole, and Mandelbaum (2003).”
• Steady-state analysis of a multiserver queue in the Halfin-Whitt regime (2007, background): “This exponent has a compact representation in terms of three parameters: the amount of spare capacity and the coefficients of variation of interarrival and service times.”
• Staffing a Call Center with Uncertain Arrival Rate and Absenteeism (2006, background): “relatively large arrival rate and a large number of servers; see Gans et al. (2003) for back-”