Concepedia

Call Center Queue Management

Call Center Queue Management is a systematic framework within queue management that orchestrates the routing, prioritization, and handling of customer inquiries in a call center environment to optimize service efficiency, resource utilization, and wait time reduction.

16

Publications

496

Citations

37

Authors

25

Institutions

Publications per year

2017–2026

2

Parents

Publications

16

Call Centers with Delay Information: Models and Insights

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

, , +17

Call Redistribution for a Call Center Based on Speech Emotion Recognition

Milana Bojanić, Vlado Delić, Alexey Karpov · Applied Sciences · 2020 · 57 citations · Full text

, , +16

Centralization as a design consideration for the management of call centers

Marco Adria, Shamsud D. Chowdhury · Information & Management · 2003 · 34 citations

, , +10

Performance analysis of call centers with abandonment, retrial and after-call work

Tuan Phung-Duc, Ken’ichi Kawanishi · Performance Evaluation · 2014 · 33 citations

, , +13

Applications of maximum queue lengths to call center management

J.R. Artalejo, Antonis Economou, A. Gómez‐Corral · Computers & Operations Research · 2005 · 32 citations

, , +13

1–5 of 16

Authors

37

  1. GK
    Ger Koole

    Vrije Universiteit Amsterdam, Netherlands

    4 publications · 77 citations

    4

    h-index

  2. OJ
    Oualid Jouini

    Laboratoire Génie Industriel, France

    3 publications · 164 citations

    3

    h-index

  3. BL
    Benjamin Legros

    EM Normandie Business School, France

    2 publications · 40 citations

    2

    h-index

  4. KK
    Ken’ichi Kawanishi

    Gunma University, Japan

    1 publications · 33 citations

    1

    h-index

  5. DB
    D.M. Bevilacqua Masi

    Mitek Analytics (United States), United States

    1 publications · 18 citations

    1

    h-index

1–5 of 37

Institutions

25

  1. Vrije Universiteit Amsterdam

    Amsterdam, The Netherlands

    4 h-index

    4 publications

    77 citations

  2. Laboratoire Génie Industriel

    Gif-sur-Yvette, France

    3 h-index

    6 publications

    328 citations

  3. Bouygues (France)

    Paris, France

    2 h-index

    4 publications

    80 citations

  4. CentraleSupélec

    Gif-sur-Yvette, France

    2 h-index

    4 publications

    80 citations

  5. École Centrale Paris

    Châtenay-Malabry, France

    2 h-index

    4 publications

    280 citations

  6. Amsterdam UMC Location Vrije Universiteit Amsterdam

    Amsterdam, The Netherlands

    1 h-index

    1 publications

    13 citations

  7. University of Novi Sad

    Novi Sad, Serbia

    1 h-index

    2 publications

    114 citations

  8. Belarusian State University

    Minsk, Belarus

    1 h-index

    3 publications

    54 citations

1–8 of 25

Venues

  1. Performance Evaluation

    2 publications · 57 citations

    2

    h-index

  2. OR Spectrum

    2 publications · 52 citations

    2

    h-index

  3. Applied Sciences

    1 publications · 57 citations

    1

    h-index

  4. Journal of the Operational Research Society

    OR · 1 publications · 27 citations

    1

    h-index

  5. IIE Transactions

    1 publications · 16 citations

    1

    h-index

1–5