References

• 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
• 1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
• 2002Designing a Call Center with Impatient Customers576 cited
• 1990Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue548 cited
• 1985Optimal control of admission to a quenching system411 cited
• 1982Introduction to Queueing Theory.359 cited
• 2004Dimensioning Large Call Centers342 cited
• 1983Introduction to Queueing Theory (2nd ed.).266 cited
• 1965Limiting diffusion approximations for the many server queue and the repairman problem211 cited
• 2004On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design190 cited
• 1981Comparing counting processes and queues184 cited
• 1992Understanding the Efficiency of Multi-Server Service Systems180 cited
• 1981Resource Sharing for Efficiency in Traffic Systems178 cited
• 1997Equilibrium Threshold Strategies: The Case of Queues with Priorities131 cited
• 1999Dynamic staffing in a telephone call center aiming to immediately answer all calls120 cited