Telephone call centers: Tutorial, review, and research prospects N Gans, G Koole, A Mandelbaum Manufacturing & Service Operations Management 5 (2), 79-141, 2003 | 2161 | 2003 |
The message delay in mobile ad hoc networks R Groenevelt, P Nain, G Koole Performance Evaluation 62 (1-4), 210-228, 2005 | 784 | 2005 |
Queueing models of call centers: An introduction G Koole, A Mandelbaum Annals of Operations Research 113, 41-59, 2002 | 578 | 2002 |
Optimal outpatient appointment scheduling GC Kaandorp, G Koole Health care management science 10, 217-229, 2007 | 429 | 2007 |
Marked point processes as limits of Markovian arrival streams S Asmussen, G Koole Journal of Applied Probability 30, 365-372, 1993 | 308 | 1993 |
Managing uncertainty in call centres using Poisson mixtures G Jongbloed, G Koole Applied Stochastic Models in Business and Industry 17 (4), 307-318, 2001 | 270 | 2001 |
An overview of routing and staffing algorithms in multi-skill customer contact centers G Koole, A Pot Manuscript, 2006 | 269 | 2006 |
Modeling the emergency cardiac in-patient flow: an application of queuing theory AM De Bruin, AC Van Rossum, MC Visser, GM Koole Health Care Management Science 10, 125-137, 2007 | 252 | 2007 |
Performance analysis and optimization in customer contact centers G Koole First International Conference on the Quantitative Evaluation of Systems …, 2004 | 219 | 2004 |
Dimensioning hospital wards using the Erlang loss model AM De Bruin, R Bekker, L Van Zanten, GM Koole Annals of Operations Research 178, 23-43, 2010 | 218 | 2010 |
On optimal call admission control in resource-sharing system E Altman, T Jiménez, G Koole IEEE Transactions on Communications 49 (9), 1659-1668, 2001 | 185 | 2001 |
Structural results for the control of queueing systems using event-based dynamic programming G Koole Queueing systems 30, 323-339, 1998 | 185 | 1998 |
Simple methods for shift scheduling in multiskill call centers S Bhulai, G Koole, A Pot Manufacturing & Service Operations Management 10 (3), 411-420, 2008 | 182 | 2008 |
A queueing model for call blending in call centers S Bhulai, G Koole IEEE Transactions on Automatic Control 48 (8), 1434-1438, 2003 | 176 | 2003 |
Call center optimization G Koole MG books, Amsterdam, 2013 | 174* | 2013 |
Monotonicity in Markov reward and decision chains: Theory and applications G Koole Foundations and Trends in Stochastic Systems 1 (1), 1-76, 2006 | 156 | 2006 |
Message delay in manet R Groenevelt, P Nain, G Koole Proceedings of the 2005 ACM SIGMETRICS international conference on …, 2005 | 125 | 2005 |
Costs and effects of Internet cognitive behavioral treatment blended with face-to-face treatment: Results from a naturalistic study RMF Kenter, PM van de Ven, P Cuijpers, G Koole, S Niamat, RS Gerrits, ... Internet Interventions 2 (1), 77-83, 2015 | 117 | 2015 |
On the optimality of the generalized shortest queue policy A Hordijk, G Koole Probability in the Engineering and Informational Sciences 4 (4), 477-487, 1990 | 110 | 1990 |
Resource allocation in grid computing G Koole, R Righter Journal of Scheduling 11, 163-173, 2008 | 103 | 2008 |