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Service-Level Differentiation in Call Centers with Fully Flexible Servers

Management science, 2008-02, Vol.54 (2), p.279-294

2008

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Telephone Call Centers: Tutorial, Review, and Research Prospects

Manufacturing & service operations management, 2003-04, Vol.5 (2), p.79-141

2003

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Data-stories about (im)patient customers in tele-queues

Queueing systems, 2013-11, Vol.75 (2-4), p.115-146

2013

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Staffing of Time-Varying Queues to Achieve Time-Stable Performance

Management science, 2008-02, Vol.54 (2), p.324-338

2008

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Abandonment versus blocking in many-server queues: asymptotic optimality in the QED regime

Queueing systems, 2013-11, Vol.75 (2-4), p.279-337

2013

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Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support

Management science, 2002-04, Vol.48 (4), p.566-583

2002

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Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers

Operations research, 2009-09, Vol.57 (5), p.1189-1205

2009

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Control of Patient Flow in Emergency Departments, or Multiclass Queues with Deadlines and Feedback

Operations research, 2015-07, Vol.63 (4), p.892-908

2015

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Queue mining for delay prediction in multi-class service processes

Information systems (Oxford), 2015-10, Vol.53, p.278-295

2015

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Self‐reporting and screening: Data with right‐censored, left‐censored, and complete observations

Statistics in medicine, 2022-08, Vol.41 (18), p.3561-3578

2022

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Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing

Manufacturing & service operations management, 2014-03, Vol.16 (2), p.283-299

2014

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

Queueing systems, 2005-12, Vol.51 (3-4), p.361-402

2005

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On Fair Routing from Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers

Management science, 2012-07, Vol.58 (7), p.1273-1291

2012

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Bed Blocking in Hospitals Due to Scarce Capacity in Geriatric Institutions—Cost Minimization via Fluid Models

Manufacturing & service operations management, 2020-03, Vol.22 (2), p.396-411

2020

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Erlang-S: A Data-Based Model of Servers in Queueing Networks

Management science, 2019-10, Vol.65 (10), p.4607-4635

2019

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Traveling time prediction in scheduled transportation with journey segments

Information systems (Oxford), 2017-03, Vol.64, p.266-280

2017

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Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers

Operations research, 2011-01, Vol.59 (1), p.50-65

2011

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Data-Driven Appointment-Scheduling Under Uncertainty: The Case of an Infusion Unit in a Cancer Center

Management science, 2020-01, Vol.66 (1), p.243-270

2020

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Appointment-driven service systems with many servers

Queueing systems, 2022-04, Vol.100 (3-4), p.529-531

2022

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Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing

Operations research, 2017-09, Vol.65 (5), p.1380-1397

2017

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On patient flow in hospitals: A data-based queueing-science perspective

Stochastic systems, 2015-12, Vol.5 (1), p.146-194

2015

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To aggregate or to eliminate? Optimal model simplification for improved process performance prediction

Information systems (Oxford), 2018-11, Vol.78, p.96-111

2018

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Personalized queues: the customer view, via a fluid model of serving least-patient first

Queueing systems, 2017-10, Vol.87 (1-2), p.23-53

2017

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Frontiers in Operations: Waiting Experience in Open-Shop Service Networks: Improvements via Flow Analytics and Automation

Manufacturing & service operations management, 2024-07, Vol.26 (4), p.1211-1228

2024

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On Pooling in Queueing Networks

Management science, 1998-07, Vol.44 (7), p.971-981

1998

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Service-Level Differentiation in Call Centers with Fully Flexible Servers

Telephone Call Centers: Tutorial, Review, and Research Prospects

Data-stories about (im)patient customers in tele-queues

Staffing of Time-Varying Queues to Achieve Time-Stable Performance

Abandonment versus blocking in many-server queues: asymptotic optimality in the QED regime

Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support

Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers

Control of Patient Flow in Emergency Departments, or Multiclass Queues with Deadlines and Feedback

Queue mining for delay prediction in multi-class service processes

Self‐reporting and screening: Data with right‐censored, left‐censored, and complete observations

Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing

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

On Fair Routing from Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers

Bed Blocking in Hospitals Due to Scarce Capacity in Geriatric Institutions—Cost Minimization via Fluid Models

Erlang-S: A Data-Based Model of Servers in Queueing Networks

Traveling time prediction in scheduled transportation with journey segments

Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers

Data-Driven Appointment-Scheduling Under Uncertainty: The Case of an Infusion Unit in a Cancer Center

Appointment-driven service systems with many servers

Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing

On patient flow in hospitals: A data-based queueing-science perspective

To aggregate or to eliminate? Optimal model simplification for improved process performance prediction

Personalized queues: the customer view, via a fluid model of serving least-patient first

Frontiers in Operations: Waiting Experience in Open-Shop Service Networks: Improvements via Flow Analytics and Automation

On Pooling in Queueing Networks

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