References

• 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
• 2005Statistical Analysis of a Telephone Call Center804 cited
• 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
• 2002Designing a Call Center with Impatient Customers576 cited
• 2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System299 cited
• 2005Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue275 cited
• 1996Server Staffing to Meet Time-Varying Demand226 cited
• 2008Staffing of Time-Varying Queues to Achieve Time-Stable Performance194 cited
• 2014Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes?175 cited
• 2014Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing161 cited
• 2012Stabilizing Customer Abandonment in Many-Server Queues with Time-Varying Arrivals94 cited
• 2012The G t /GI/s t +GI many-server fluid queue79 cited
• 2014Many-server heavy-traffic limit for queues with time-varying parameters49 cited
• 2012A many-server fluid limit for the queueing model experiencing periods of overloading45 cited
• 2012