A call center uses simulation to drive strategic change

Call center simulations: call center simulation modeling: methods, challenges, and opportunities

Proceedings of the 35th conference on Winter simulation: driving innovation

A manager-friendly platform for simulation modeling and analysis of call center queueing systems

WSC '04 Proceedings of the 36th conference on Winter simulation

Comparing skill-based routing call center simulations using C programming and arena models

WSC '05 Proceedings of the 37th conference on Winter simulation

Evaluating arrival rate uncertainty in call centers

Proceedings of the 38th conference on Winter simulation

Partnerships in Training

Interfaces

Managing trade-offs in call center agent scheduling: methodology and case study

Proceedings of the 2007 Summer Computer Simulation Conference

Simulation and experimental design applied to sizing supermarket cashiers in Colombia

Proceedings of the 40th Conference on Winter Simulation

OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset

Interfaces

Workforce planning and deployment for a hospital reservation call center with abandonment cost and multiple tasks

Computers and Industrial Engineering

A simulation-based decision support system for workforce management in call centers

Simulation

OPTIMIZING COST IN SOFTWARE DEVELOPMENT PROJECTS

Journal of Integrated Design & Process Science