Benjamin Legros

Refereed papers

 

 

2021
• Should we wait before outsourcing? Analysis of a revenue-generating blended contact center.
  Legros, B., Jouini, O., & Koole, G. (2021). Should we wait before outsourcing? Analysis of a revenue-generating blended contact center. Manufacturing & Service Operations Management. 23(5), 1005-1331.
• Routing analyses for call centers with human and automated services.
  Legros, B. (2021). Routing analyses for call centers with human and automated services. International Journal of Production Economics. 240, 108-247.
• Dimensioning a queue with state-dependent arrival rates.
  Legros, B. (2021). Dimensioning a queue with state-dependent arrival rates. Computers & Operations Research. 128, 105-179.
• Age-based Markovian approximation of the G/M/1 queue.
  Legros, B. (2021). Age-based Markovian approximation of the G/M/1 queue. Operations Research Letters. 49(5), 708-714.
• Transient analysis of an affine Queue-Hawkes process.
  Legros, B. (2021). Transient analysis of an affine Queue-Hawkes process. Operations Research Letters. 49(3), 393-399.
• Performance Evaluation of Stochastic Systems with Dedicated Delivery Bays and General On-Street Parking.
  Abhishek, Legros, B., Fransoo, J. (2021). Performance Evaluation of Stochastic Systems with Dedicated Delivery Bays and General On-Street Parking. Transportation Science. 55(5), 1070-1087.
• Agents’ Self-Routing for Blended Operations to Balance Inbound and Outbound Services.
  Legros, B. (2021). Agents’ Self-Routing for Blended Operations to Balance Inbound and Outbound Services. Production and Operations Management. 30(10), 3599-3614.
  Video: - Laisser faire, une stratégie pour mieux manager ?
• The principal-agent problem for service rate event-dependency.
  Legros, B. (2021). The principal-agent problem for service rate event-dependency. European Journal of Operational Research. To appear.

   

   

  2020
• Late-rejection, a strategy to perform an overflow policy.
  Legros, B. (2020). Late-rejection, a strategy to perform an overflow policy. European Journal of Operational Research. 281(1), 66-76.
• Analysis of base-stock perishable inventory systems with general lifetime and lead-time.
  Kouki, C., Legros, B., Babai, Z. & Jouini, O. (2020). Analysis of base-stock perishable inventory systems with general lifetime and lead-time. European Journal of Operational Research. 287(3), 901-915.
• Front-office multitasking between service encounters and back-office tasks.
  Legros, B., Jouini, O., Aksin, Z. & Koole, G. (2020). Front-office multitasking between service encounters and back-office tasks. European Journal of Operational Research. 287(3), 946-963.

   

   

  2019
• Transient analysis of a Markovian queue with deterministic rejection.
  Legros, B. (2019). Transient analysis of a Markovian queue with deterministic rejection. Operations Research Letters. 47(5), 391-397.
• A time-based policy for empty container management by consignees.
  Legros, B., Bouchery, Y., & Fransoo, J. (2019). A time-based policy for empty container management by consignees. Production and Operations Management. 28(6), 1503-1527.
• On the scheduling of operations in a chat contact center.
  Legros, B., & Jouini, O. (2019). On the scheduling of operations in a chat contact center. European Journal of Operational Research. 274(1), 303-316.
• Dynamic repositioning strategy in a bike-sharing system; how to prioritize and how to rebalance a bike station.
  Legros, B.(2019). Dynamic repositioning strategy in a bike-sharing system; how to prioritize and how to rebalance a bike station. European Journal of Operational Research. 272(2), 740-753.

   

   

  2018
• Waiting time based routing policies to parallel queues with percentiles objectives.
  Legros, B.(2018). Waiting time based routing policies to parallel queues with percentiles objectives. Operations Research Letters. 46(3), 356-361.
• Stationary analysis of a single queue with remaining service time dependent arrivals.
  Legros, B., & Sezer, A.D. (2018). Stationary analysis of a single queue with remaining service time dependent arrivals. Queueing Systems. 88(1-2), 139-165.
• M/G/1 queue with event-dependent arrival rates.
  Legros, B. (2018). M/G/1 queue with event-dependent arrival rates. Queueing Systems. 89(3-4), 269-301.
• Blended Call Center with Idling Times during the Call Service.
  Legros, B., Jouini, O., & Koole, G. (2018). Blended Call Center with Idling Times during the Call Service. IIE Transactions. 50(4), 279-297.
• A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments.
  Legros, B., Jouini, O., & Koole, G. (2018). A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments. Operations Research. 66(1), 200-209.
  Video: - Un modèle pour le routage dynamique basé sur l’attente dans une file d’attente avec abandon

   

   

  2017
• Reservation, a tool to reduce the balking effect and the probability of delay.
  Legros, B. (2017). Reservation, a tool to reduce the balking effect and the probability of delay. Operations Research Letters. 45(6), 592-597.
• Call centers with a postponed callback offer.
  Legros, B., Ding, S., van der Mei, R., & Jouini, O. (2017). Call centers with a postponed callback offer. OR Spectrum, 39(4), 1097-1125.
• Routing in a queueing system with two heterogeneous servers in speed and in quality of resolution.
  Legros, B., & Jouini, O. (2017). Routing in a queueing system with two heterogeneous servers in speed and in quality of resolution. Stochastic Models, 33(3), 392-410.

   

   

  2016
• Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time.
  Legros, B. (2016). Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time. Operations Research Letters, 44(6), 839-845.
• Optimal scheduling in call centers with a callback option. An electronic-compagnion is available.
  Legros, B., Jouini, O., & Koole, G. (2016). Optimal scheduling in call centers with a callback option. Performance Evaluation, 95, 1-40.

   

   

  2015
• A Flexible Architecture for Call Centers with Skill-Based Routing. An electronic-compagnion is available.
  Legros, B., Jouini, O., & Dallery, Y. (2015). A flexible architecture for call centers with skill-based routing. International Journal of Production Economics, 159, 192-207.
• Adaptive Threshold Policies for Multi-Channel Call Centers.
  Legros, B., Jouini, O., & Koole, G. (2015). Adaptive threshold policies for multi-channel call centers. IIE Transactions, 47(4), 414-430.
• A Linear Algebraic Approach for the Computation of Sums of Erlang Random Variables.
  Legros, B., & Jouini, O. (2015). A linear algebraic approach for the computation of sums of Erlang random variables. Applied Mathematical Modelling, 39(16), 4971-4977.

PhD Defense

• Optimization of multi-channel and multi-skill call centers. Jointly supervised with Oualid JOUINI, Ger KOOLE and Yves DALLERY. Committee Members: Stephen E. CHICK, Zeynep AKSIN KARAESMEN, Raik STOLLETZ, Rob VAN DER MEI and Sébastien THOREL. Defense on the 13th of December 2013 at Ecole Centrale Paris.