References

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• 2005Statistical Analysis of a Telephone Call Center804 cited
• 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
• 2012Proceedings of the Winter Simulation Conference401 cited
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• 2000The Efficiency-Quality Trade-Off of Cross-Trained Workers141 cited
• 2005Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers137 cited
• 2009Optimizing daily agent scheduling in a multiskill call center136 cited
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• 2003Queueing model for call blending in call centers106 cited
• 2009Workload forecasting for a call center: Methodology and a case study77 cited
• 2003Call center simulation modeling: Methods, challenges, and opportunities66 cited
• 2015Service Systems with Slowdowns: Potential Failures and Proposed Solutions58 cited
• 2010Service times in call centers: Agent heterogeneity and learning with some operational consequences