Practical scheduling for call center operations

Telephone Call Centers: Tutorial, Review, and Research Prospects

Noah Gans, Ger Koole, Avishai Mandelbaum · Manufacturing & Service Operations Management · 2003 · 1.4K citations · Full text

Management, Operations Management, Performance Management +17

An introduction to queueing theory

Computers & Operations Research · 1993 · 914 citations

Business, Computer Science, Mathematics +10

Statistical Analysis of a Telephone Call Center

Lawrence Brown, Noah Gans, Avishai Mandelbaum et al. · Journal of the American Statistical Association · 2005 · 834 citations

Business, Operations Management, Forecasting +16

Designing a Call Center with Impatient Customers

Ofer Garnett, Avishai Mandelbaum, Martin I. Reiman · Manufacturing & Service Operations Management · 2002 · 591 citations

Business, Business Economics, Markov Decision Processes +16

Introduction to Queueing Theory

R. R. P. Jackson, Robert B. Cooper · Journal of the Operational Research Society · 1982 · 415 citations

Business, Mathematics, Markov Decision Processes +11