Cite

[1] I. Baroňák, “Call Center”, Slovak University of Technology Bratislava, 2010, ISBN 978-80-227-3261-1.Search in Google Scholar

[2] M. Hartmann, “Kontaktné centrum IP”, Diploma Thesis, Slovak University of Technology Bratislava, 2014.Search in Google Scholar

[3] Mandelbaum A. Sakov, and S. Zeltyn, “Empirical Analysis of a Call Center”, [online], Technical report, Technion, 2001, [cit.2017-04-04], http://ie.technion.ac.il/serveng/References/Sakov Tel Aviv talk.ppt.Search in Google Scholar

[4] Garnett A. Mandelbaum, and M. Reiman, “Designing a Telephone Call-Center with Impatient Customers”, [online], Davidson Faculty of Industrial Engineering and Management, Technion, 2002, [cit.2017-04-04], http://ie.technion.ac.il/serveng/References/Garnett.pdf.Search in Google Scholar

[5] Borst A. Mandelbaum, and M. Reiman, “Dimensioning Large Call Centers, Operations Research”, 2004, [cit.2017-04-04], https://hal.archives-ouvertes.fr/file/index/docid/76467/filename/RR-0094.pdf.Search in Google Scholar

[6] M. Sheldon, and P. Ross, “Introduction to Probability Models”, Eights edition. University of California, 2003, ISBN 0-12-598055-8.Search in Google Scholar

[7] F. Chamráz, I. Baroňák, “Impact of Admission Control Methods to the Traffic Management”, Advances Electrical and Electronic Engineering, vol. 13, no. 4, 2015, ISSN: 1336-1376.10.15598/aeee.v13i4.1437Search in Google Scholar

[8] Robbins D. Medeiros, and P. Harrison, “Evaluating the Erlang C and Erlang A Models for Call Center Modeling” [online], East Carolina University, 2012, [cit.2017-04-04] http://myweb.ecu.edu/ROBBINST/PDFs/Erlang%20Compare%20Working%20paper.pdf.Search in Google Scholar

[9] Robbins D. Medeiros, P. Harrison, “Does the Erlang C Model Fit Real Call Centers?” [online], Winter Simulation Conference, 2010, [cit.2017-04-04] http://www.informs-sim.org/wsc10papers/264.pdf.10.1109/WSC.2010.5678980Search in Google Scholar

[10] Baccelli G. Hebuterne, “On Queues with Impatient Customers”, [online], North-Holland Publishing Company, 2006, [cit.2017-04-04] https://hal.archives-ouvertes.fr/file/index/docid/76467/filename/RR-0094.pdf.Search in Google Scholar

[11] Mandelbaum S. Zeltyn, “The Palm/Erlang-A Queue, with Applications to Call Centers” [online], Faculty of Industrial Engineering & Management, Technion, 2005. [cit.2017-04-04] http://ie.technion.ac.il/serveng/References/Erlang_A.pdf.Search in Google Scholar

[12] Chan, “CCOptim: Call Center Optimization Java Library”, [online], Université de Montréal, 2014. [cit.2017-04-04] http://www-labs.iro.umontreal.ca/chanwyea/.Search in Google Scholar

[13] Mandelbaum and N. Shimkin, “A Model for Rational Abandonment from Invisible Queues”, [online], Queueing Systems: Theory and Applications, 2000. [cit.2017-04-04] http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.25.4108&rep=rep1&type=pdf.Search in Google Scholar

[14] Mandelbaum and S. Zeltyn, “The Impact of Customers Patience on Delay and Abandonment: Some Empirically-Driven Experiments with the M/M/N+G Queue”, [online], Faculty of Industrial Engineering & Management, Technion, 2004, [cit.2017-04-04] http://ie.technion.ac.il/serveng/References/pat_impact_color.pdf.Search in Google Scholar

eISSN:
1339-309X
Language:
English
Publication timeframe:
6 times per year
Journal Subjects:
Engineering, Introductions and Overviews, other