References

• 1983Simulation Modeling and Analysis.8,697 cited
• 2003Monte Carlo Methods in Financial Engineering3,818 cited
• 1989Stochastic Modeling and the Theory of Queues1,605 cited
• 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
• 2005Statistical Analysis of a Telephone Call Center804 cited
• 1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
• 2002Designing a Call Center with Impatient Customers576 cited
• 1991The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals257 cited
• 2001Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands223 cited
• 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
• 2001Managing uncertainty in call centres using Poisson mixtures163 cited
• 2006Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method145 cited
• 1991The Pointwise Stationary Approximation for Mt/Mt/s Queues Is Asymptotically Correct As the Rates Increase122 cited
• 1999Dynamic staffing in a telephone call center aiming to immediately answer all calls120 cited
• 2005Markov chain models of a telephone call center with call blending