Concepedia

Call Blending

Call Blending is an integrated call management strategy that dynamically combines inbound and outbound call handling within a single queue system to optimize agent utilization and service efficiency in call center operations.

4

Publications

263

Citations

13

Authors

11

Institutions

Publications per year

2017–2026

0

Parents

Publications

4

Queueing model for call blending in call centers

Sandjai Bhulai, Ger Koole · IEEE Transactions on Automatic Control · 2003 · 106 citations

, , +16

Markov chain models of a telephone call center with call blending

Alexandre Deslauriers, Pierre L’Ecuyer, Juta Pichitlamken et al. · Computers & Operations Research · 2005 · 98 citations

, , +15

A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending

Guodong Pang, Ohad Perry · Management Science · 2014 · 31 citations

, , +16

Retrial queues with balanced call blending: analysis of single-server and multiserver model

Tuan Phung-Duc, Wouter Rogiest, Yutaka Takahashi et al. · Annals of Operations Research · 2014 · 28 citations

, , +14

1–4 of 4

Authors

13

  1. HB
    Herwig Bruneel

    Ghent University, Belgium

    1 publications · 28 citations

    1

    h-index

  2. PL
    Pierre L’Ecuyer

    Université de Montréal, Canada

    1 publications · 98 citations

    1

    h-index

  3. YT
    Yutaka Takahashi

    Kyoto University, Japan

    1 publications · 28 citations

    1

    h-index

  4. AN
    Athanassios N. Avramidis

    Université de Montréal, Canada

    1 publications · 98 citations

    1

    h-index

  5. GP
    Guodong Pang

    Pennsylvania State University, United States

    1 publications · 31 citations

    1

    h-index

1–5 of 13

Institutions

11

  1. Ghent University Hospital

    Ghent, Belgium

    1 h-index

    2 publications

    56 citations

  2. University of Alberta

    Edmonton, Canada

    1 h-index

    1 publications

    98 citations

  3. Tokyo Institute of Technology

    Tokyo, Japan

    1 h-index

    1 publications

    28 citations

  4. Vrije Universiteit Amsterdam

    Amsterdam, The Netherlands

    1 h-index

    2 publications

    212 citations

  5. Kasetsart University

    Bangkok, Thailand

    1 h-index

    1 publications

    98 citations

  6. Ghent University

    Ghent, Belgium

    1 h-index

    2 publications

    56 citations

  7. Pennsylvania State University

    State College, United States

    1 h-index

    1 publications

    31 citations

  8. Kyoto University of Education

    Kyoto, Japan

    1 h-index

    1 publications

    28 citations

1–8 of 11

Venues

  1. IEEE Transactions on Automatic Control

    1 publications · 106 citations

    1

    h-index

  2. Annals of Operations Research

    1 publications · 28 citations

    1

    h-index

  3. Computers & Operations Research

    1 publications · 98 citations

    1

    h-index

  4. Management Science

    1 publications · 31 citations

    1

    h-index

1–4