Approximation and analysis of a call center with flexible and specialized servers Robert A. Shumsky OriginalPaper Pages: 307 - 330
Performance analysis of an inbound call center with skills-based routing Raik StolletzStefan Helber OriginalPaper Pages: 331 - 352
The impact of retrials on call center performance Salah AguirFikri KaraesmenFabrice Chauvet OriginalPaper Pages: 353 - 376
The impact of customers’ patience on delay and abandonment: some empirically-driven experiments with the M/M/n + G queue Avi MandelbaumSergey Zeltyn OriginalPaper Pages: 377 - 411
Scaling and comparison of fluid limits of queues applied to call centers with time-varying parameters Tania JiménezGer Koole OriginalPaper Pages: 413 - 422
An efficient time-windowing procedure for scheduling projects under multiple resource constraints Reza Zamani OriginalPaper Pages: 423 - 440
Insurance demand, the elasticity of risk aversion, and relative prudence: a further result Thomas EichnerAndreas Wagener OriginalPaper Pages: 441 - 446