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
• 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
• 2006The application of forecasting techniques to modeling emergency medical system calls in Calgary, Alberta176 cited
• 2001Managing uncertainty in call centres using Poisson mixtures163 cited
• 2007A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center161 cited
• 2008Interday Forecasting and Intraday Updating of Call Center Arrivals146 cited
• 2009Optimizing daily agent scheduling in a multiskill call center136 cited
• 1999Dynamic staffing in a telephone call center aiming to immediately answer all calls120 cited
• 2010Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach102 cited
• 1998Improving forecasting for telemarketing centers by ARIMA modeling with intervention96 cited
• 2012Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and Bivariate Models80 cited
• 2009Workload forecasting for a call center: Methodology and a case study77 cited