Applications of maximum queue lengths to call center management

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

Accessible bibliography on retrial queues

J.R. Artalejo · Mathematical and Computer Modelling · 1999 · 378 citations

Business, Computer Science, Queuing Theory +11

Queueing Models of Call Centers: An Introduction

Ger Koole, Avishai Mandelbaum · Annals of Operations Research · 2002 · 318 citations

Business, Operations Management, Markov Decision Processes +11

Introduction to Matrix Analytic Methods in Stochastic Modeling

Tomasz Rolski, G. Latouche, V. Ramaswami · Journal of the American Statistical Association · 2000 · 290 citations

Engineering, Mathematics, Stochastic Modeling +12

Improving Service by Informing Customers About Anticipated Delays

Ward Whitt · Management Science · 1999 · 239 citations

Business, Computer Systems, Probability Theory +16