Call Center Queueing Models is a formal mathematical framework within queueing theory that specifically characterizes the arrival, waiting, and service processes in call centers by modeling customer-agent interactions under operational constraints such as abandonments, retrials, and skill-based routing.
173
Publications
9.8K
Citations
247
Authors
151
Institutions
Publications per year
2017–2026
15
Parents
Publications
173
Dimensioning Large Call Centers
Sem Borst, Avi Mandelbaum, Martin I. Reiman · Operations Research · 2004 · 355 citations
1–5 of 173
Authors
247
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16
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12
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11
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8
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- OZ
8
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1–5 of 247
Institutions
151
Vrije Universiteit Amsterdam
Amsterdam, The Netherlands
16 h-index
34 publications
1.2K citations
Laboratoire Génie Industriel
Gif-sur-Yvette, France
11 h-index
21 publications
837 citations
École Centrale Paris
Châtenay-Malabry, France
10 h-index
19 publications
884 citations
Pennsylvania State University
State College, United States
10 h-index
17 publications
487 citations
Université de Montréal
Montreal, Canada
10 h-index
26 publications
1.1K citations
Columbia University
New York, United States
10 h-index
10 publications
1.6K citations
Koç University
Istanbul, Türkiye
8 h-index
11 publications
1.5K citations
Northwestern University
Evanston, United States
8 h-index
9 publications
706 citations
1–8 of 151
Venues
- Operations Research
19 publications · 1.9K citations
18
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- Management Science
15 publications · 1.4K citations
15
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- Manufacturing & Service Operations Management
13 publications · 1.3K citations
13
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- European Journal of Operational Research
8 publications · 260 citations
8
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- Production and Operations Management
POMS · 7 publications · 1.1K citations
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