TOC: Man Sci
Introduction
Management Science, 54(2)
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Introduction to the Special Issue on Call Center Management
–Ger Koole [] []
Service-Level Agreements in Call Centers: Perils and Prescriptions
–Joseph M. Milner and Tava Lennon Olsen [] []
A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center
–James W. Taylor [] []
Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach
–Refik Soyer and M. Murat Tarimcilar [] []
Service-Level Differentiation in Call Centers with Fully Flexible Servers
–Itay Gurvich, Mor Armony, and Avishai Mandelbaum [] []
Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
–Julius Atlason, Marina A. Epelman, and Shane G. Henderson [] []
Staffing Multiskill Call Centers via Linear Programming and Simulation
–Mehmet Tolga Cezik and Pierre L’Ecuyer [] []
Staffing of Time-Varying Queues to Achieve Time-Stable Performance
–Zohar Feldman, Avishai Mandelbaum, William A. Massey, and Ward Whitt [] []
An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers
–Atul Bhandari, Alan Scheller-Wolf, and Mor Harchol-Balter [] []
Call Center Outsourcing Contract Analysis and Choice
–O. Zeynep Aksin, Francis de Vericourt, and Fikri Karaesmen [] []
Call Center Outsourcing: Coordinating Staffing Level and Service Quality
–Z. Justin Ren and Yong-Pin Zhou [] []
The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation
–Nagesh N. Murthy, Goutam N. Challagalla, Leslie H. Vincent, and Tasadduq A. Shervani [] []
Analysis of the Impact of Team-Based Organizations in Call Center Management
–Oualid Jouini, Yves Dallery, and Rabie Nait-Abdallah [] []