Concepedia

Call Center Queueing

Call Center Queueing is a specialized queueing model within operations research that characterizes the arrival, waiting, and service processes of customer calls in a call center environment, distinguished by its incorporation of human staffing constraints, impatient customer behavior, and prioritization policies under stochastic demand.

210

Publications

12.8K

Citations

332

Authors

182

Institutions

Publications per year

2017–2026

14

Parents

Publications

210

Telephone Call Centers: Tutorial, Review, and Research Prospects

Noah Gans, Ger Koole, Avishai Mandelbaum · Manufacturing & Service Operations Management · 2003 · 1.4K citations · Full text

, , +17

The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research

O. Zeynep Akşin, Mor Armony, Vijay Mehrotra · Production and Operations Management · 2007 · 766 citations

, , +14

Dimensioning Large Call Centers

Sem Borst, Avi Mandelbaum, Martin I. Reiman · Operations Research · 2004 · 355 citations

, , +16

Queueing Models of Call Centers: An Introduction

Ger Koole, Avishai Mandelbaum · Annals of Operations Research · 2002 · 318 citations

, , +11

Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue

Sergey Zeltyn, Avishai Mandelbaum · Queueing Systems · 2005 · 281 citations

, , +13

1–5 of 210

Authors

332

  1. GK
    Ger Koole

    Vrije Universiteit Amsterdam, Netherlands

    19 publications · 2.1K citations

    16

    h-index

  2. PL
    Pierre L’Ecuyer

    Université de Montréal, Canada

    14 publications · 884 citations

    13

    h-index

  3. OJ
    Oualid Jouini

    Laboratoire Génie Industriel, France

    11 publications · 485 citations

    11

    h-index

  4. OZ
    O. Zeynep Akşin

    Koç University, Türkiye

    10 publications · 1.5K citations

    10

    h-index

  5. WW
    Ward Whitt

    AT&T (United States), United States

    10 publications · 1.1K citations

    10

    h-index

1–5 of 332

Institutions

182

  1. Vrije Universiteit Amsterdam

    Amsterdam, The Netherlands

    16 h-index

    32 publications

    2.7K citations

  2. Université de Montréal

    Montreal, Canada

    13 h-index

    32 publications

    1.9K citations

  3. École Centrale Paris

    Châtenay-Malabry, France

    12 h-index

    22 publications

    1.1K citations

  4. Laboratoire Génie Industriel

    Gif-sur-Yvette, France

    12 h-index

    22 publications

    1K citations

  5. Columbia University

    New York, United States

    11 h-index

    12 publications

    1.2K citations

  6. Koç University

    Istanbul, Türkiye

    10 h-index

    15 publications

    1.9K citations

  7. Northwestern University

    Evanston, United States

    9 h-index

    10 publications

    602 citations

  8. Pennsylvania State University

    State College, United States

    8 h-index

    13 publications

    405 citations

1–8 of 182

Venues

  1. Management Science

    17 publications · 1.7K citations

    17

    h-index

  2. Manufacturing & Service Operations Management

    14 publications · 2.1K citations

    14

    h-index

  3. Operations Research

    15 publications · 1.5K citations

    14

    h-index

  4. European Journal of Operational Research

    10 publications · 447 citations

    10

    h-index

  5. Production and Operations Management

    POMS · 9 publications · 1.2K citations

    9

    h-index

1–5