Modeling the IRS taxpayer information system

Variational optimization for call center staffing

Proceedings of the 2005 conference on Diversity in computing

Channel idle periods in computer and telecommunication systems with customer retrials

Telecommunications Systems - Modeling, analysis, design and management

Analyzing skill-based routing call centers using discrete-event simulation and design experiment

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

Modeling and simulation of call centers

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

QBD approximations of a call center queueing model with general patience distribution

Computers and Operations Research

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

Proceedings of the 2007 Summer Computer Simulation Conference

A time-varying call center design via lagrangian mechanics

Probability in the Engineering and Informational Sciences

An integrated balanced scorecard and simulation approach for measuring call centre operation performance

DNCOCO'06 Proceedings of the 5th WSEAS international conference on Data networks, communications and computers

Transient analysis of general queueing systems via simulation-based transfer function modeling

Proceedings of the Winter Simulation Conference

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

Computers and Industrial Engineering