Modeling the IRS taxpayer information system
Operations Research
Strong approximations for Markovian service networks
Queueing Systems: Theory and Applications
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
A time-varying call center design via lagrangian mechanics
Probability in the Engineering and Informational Sciences
Using Business Intelligence for Operational Decision-Making in Call Centers
International Journal of Decision Support System Technology
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