Oualid Jouini

Call Centers with Delay Information: Models and Insights

Oualid Jouini, O. Zeynep Akşin, Yves Dallery · Manufacturing & Service Operations Management · 2011 · 124 citations

Marketing Analytics, Customer Satisfaction, Service Assurance +22

Queueing models for full-flexible multi-class call centers with real-time anticipated delays

Oualid Jouini, Yves Dallery, O. Zeynep Akşin · International Journal of Production Economics · 2009 · 78 citations · Full text

Engineering, Real-time System Design, Performance Modeling +9

Analysis of the Impact of Team-Based Organizations in Call Center Management

Oualid Jouini, Yves Dallery, Rabie Nait-Abdallah · Management Science · 2008 · 59 citations · Full text

Project Management, Human Resource Management, Business Analytics +21

Simulation-based optimization of staffing levels in an emergency department

Karim Ghanes, Mathias Wargon, Oualid Jouini et al. · SIMULATION · 2015 · 55 citations · Full text

Mathematical Programming, Simulation Model, Engineering +15

Performance indicators for call centers with impatient customers

Oualid Jouini, Ger Koole, Alex Roubos · IIE Transactions · 2012 · 45 citations

Customer Satisfaction, Engineering, Service Assurance +16