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A Method for Staffing Large Call Centers Based on Stochastic Fluid Models

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References

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2006Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method145 cited
2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers143 cited
2015Performance analysis of time-dependent queueing systems: Survey and classification

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2008Service-Level Differentiation in Call Centers with Fully Flexible Servers116 cited

2010Fluid limits of many-server queues with reneging113 cited

2006Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers108 cited

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2010Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited105 cited

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2005Dynamic Routing and Admission Control in High-Volume Service Systems: Asymptotic Analysis via Multi-Scale Fluid Limits84 cited

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2010Operations in Financial Services—An Overview76 cited