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DOES THE ERLANG C MODEL FIT IN REAL CALL CENTERS?
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References

  • 1983Simulation Modeling and Analysis.8,697 cited
  • 1989Design and Analysis of Computer Experiments6,958 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
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 1996Server Staffing to Meet Time-Varying Demand226 cited
  • 2001Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands223 cited
  • 2006Simulation Modeling and Analysis (McGraw-Hill Series in Industrial Engineering and Management)205 cited
  • 2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models158 cited
  • 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited
  • 2006Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method145 cited
  • 2010Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems

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122 cited
  • 2007Call-Routing Schemes for Call-Center Outsourcing83 cited
  • Cited by

    • 2019Erlang-S: A Data-Based Model of Servers in Queueing Networks17 cited
    • 2020Should We Wait Before Outsourcing? Analysis of a Revenue-Generating Blended Contact Center13 cited
    • 2018Robust heavy-traffic approximations for service systems facing overdispersed demand12 cited