References

• 1977Fundamentals of Queueing Theory.2,930 cited
• 1975Open, Closed, and Mixed Networks of Queues with Different Classes of Customers2,411 cited
• 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
• 1986World class manufacturing : the lessons of simplicity applied884 cited
• 1999Fundamentals of Queueing Theory584 cited
• 1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing460 cited
• 2003On the Interface Between Operations and Human Resources Management451 cited
• 2004Dimensioning Large Call Centers342 cited
• 1981Resource Sharing for Efficiency in Traffic Systems178 cited
• 1998On Pooling in Queueing Networks153 cited
• 1987Perspectives on Queues: Combining Queues is Not Always Beneficial98 cited
• 1985Waiting Times in the Non-Preemptive Priority M/M/c Queue84 cited
• 2009Queueing models for full-flexible multi-class call centers with real-time anticipated delays76 cited
• 2005Managing response time in a call-routing problem with service failure73 cited
• 2003An Introduction to Skills-Based Routing and its Operational Complexities66 cited