24 citations · 24 across the 5 of their papers we have counts for
5 papers
Performance Evaluation of Small Call Centres in a Transient Regime
Mark Fackrell, Hritika Gupta, Peter G. Taylor
This paper addresses a fundamental and practically significant problem in call centre operations -- determining optimal call allocation policies that meet client service targets wh…
Minimising Numbers of Losses and Abandonments in Small Call Centres Under a Transient Regime
Mark Fackrell, Hritika Gupta, Peter G. Taylor
We consider the problem of allocating customers to agents in small call centres so that transient performance indicators in terms of expected numbers of losses and abandonments are…
The Value of Communication and Cooperation in a Two-Server Service System
Mark Fackrell, Cong Li, Peter Taylor +1
In 2015, Guglielmi and Badia discussed optimal strategies in a particular type of service system with two strategic servers. In their setup, each server can either be active or ina…
Strategic Customer Behavior in an Feedback Queue
Mark Fackrell, Peter Taylor, Jiesen Wang
We investigate the behavior of equilibria in an feedback queue where price and time sensitive customers are homogeneous with respect to service valuation and cost per unit…
Modelling modal gating of ion channels with hierarchical Markov models
Ivo Siekmann, Mark Fackrell, Edmund J. Crampin +1
Many ion channels spontaneously switch between different levels of activity. Although this behaviour known as modal gating has been observed for a long time it is currently not wel…