A Staffing Algorithm for Call Centers with Skill-Based Routing
Published Online:1 Oct 2005https://doi.org/10.1287/msom.1050.0086
- Cited by
- 11 February 2026 | Production and Operations Management, Vol. 35, No. 7
- 27 March 2026 | Manufacturing & Service Operations Management, Vol. 0, No. 0
- 15 May 2025 | Operations Research, Vol. 74, No. 1
- 8 February 2024 | Production and Operations Management, Vol. 35, No. 1
- 12 November 2024 | Management Science, Vol. 71, No. 8
- 21 July 2025 | Annals of Operations Research, Vol. 155
- International Journal of Production Economics, Vol. 285
- 12 March 2024 | Operations Research, Vol. 73, No. 3
- European Journal of Operational Research, Vol. 323, No. 1
- Human-AI Interaction in Congested Service Systems: When It Improves Performance, and When It Doesn't1 January 2025 | SSRN Electronic Journal, Vol. 59
- 21 September 2024 | Queueing Systems, Vol. 108, No. 3-4
- 21 May 2024 | ACM Transactions on Modeling and Performance Evaluation of Computing Systems, Vol. 9, No. 3
- 13 October 2023 | Central European Journal of Operations Research, Vol. 32, No. 3
- Operations Research for Health Care, Vol. 42
- Computers & Industrial Engineering, Vol. 190
- 5 May 2023 | Management Science, Vol. 70, No. 3
- 4 July 2023 | Stochastic Systems, Vol. 13, No. 4
- International Journal of Production Economics, Vol. 265
- 16 November 2023 | Mathematics, Vol. 11, No. 22
- 25 April 2022 | Soft Computing, Vol. 27, No. 18
- A partially flexible routing strategy for assigning emergency department patients to inpatient wardsComputers & Industrial Engineering, Vol. 176
- 13 January 2022 | IISE Transactions, Vol. 55, No. 2
- 1 January 2023 | SSRN Electronic Journal, Vol. 200
- 10 February 2022 | Flexible Services and Manufacturing Journal, Vol. 34, No. 4
- 3 June 2022 | Israel Journal of Health Policy Research, Vol. 11, No. 1
- 16 August 2022 | Manufacturing & Service Operations Management, Vol. 24, No. 6
- 6 June 2022 | Human Factors and Ergonomics in Manufacturing & Service Industries, Vol. 32, No. 5
- 15 October 2020 | Annals of Operations Research, Vol. 316, No. 1
- 8 January 2022 | Journal of Combinatorial Optimization, Vol. 44, No. 1
- 15 January 2022 | Annals of Operations Research, Vol. 312, No. 2
- Computers & Industrial Engineering, Vol. 167
- 27 August 2021 | Operations Research, Vol. 70, No. 2
- 26 October 2020 | Manufacturing & Service Operations Management, Vol. 24, No. 1
- 5 February 2021 | Operations Research, Vol. 70, No. 1
- 17 September 2021 | Journal of Occupational & Environmental Medicine, Vol. 64, No. 1
- SSRN Electronic Journal, Vol. 35
- European Journal of Operational Research, Vol. 293, No. 3
- 1 June 2021 | Production and Operations Management, Vol. 30, No. 6
- Mathematical Biosciences and Engineering, Vol. 19, No. 1
- 17 October 2020 | International Journal of Information Technology & Decision Making, Vol. 19, No. 06
- 12 June 2020 | Management Science, Vol. 66, No. 10
- 21 December 2019 | Methodology and Computing in Applied Probability, Vol. 22, No. 3
- IEEE Transactions on Engineering Management, Vol. 67, No. 3
- 5 March 2020 | Journal of Operations Management, Vol. 66, No. 5
- 1 June 2020 | Production and Operations Management, Vol. 29, No. 6
- Computers & Operations Research, Vol. 117
- IEEE Transactions on Communications, Vol. 68, No. 3
- 5 September 2019 | Management Science, Vol. 66, No. 2
- 20 December 2018 | IMA Journal of Management Mathematics, Vol. 31, No. 1
- SSRN Electronic Journal, Vol. 28
- 14 December 2018 | International Journal of Production Research, Vol. 57, No. 19
- 18 June 2019 | TOP, Vol. 27, No. 3
- 6 August 2019 | Operations Research, Vol. 67, No. 5
- 6 May 2019 | Management Science, Vol. 65, No. 8
- Computers & Industrial Engineering, Vol. 133
- 12 June 2018 | Management Science, Vol. 65, No. 4
- 8 July 2017 | Annals of Operations Research, Vol. 275, No. 1
- 1 April 2019 | Production and Operations Management, Vol. 28, No. 4
- 24 January 2019 | ACM Transactions on Modeling and Performance Evaluation of Computing Systems, Vol. 4, No. 1
- 1 June 2018 | Management Science, Vol. 65, No. 2
- European Journal of Operational Research, Vol. 273, No. 1
- SSRN Electronic Journal, Vol. 45
- Mathematical Problems in Engineering, Vol. 2018
- Computers & Industrial Engineering, Vol. 125
- 1 June 2018 | MIS Quarterly, Vol. 42, No. 2
- 1 May 2018 | Production and Operations Management, Vol. 27, No. 5
- Decision Support Systems, Vol. 105
- SSRN Electronic Journal, Vol. 66
- 8 April 2016 | Health Care Management Science, Vol. 20, No. 4
- Computers & Operations Research, Vol. 87
- 21 July 2017 | Operations Research, Vol. 65, No. 5
- 8 June 2016 | Management Science, Vol. 63, No. 7
- International Journal of Business Intelligence Research, Vol. 8, No. 2
- 25 May 2017 | Naval Research Logistics (NRL), Vol. 64, No. 3
- European Journal of Operational Research, Vol. 256, No. 1
- 9 July 2015 | Health Care Management Science, Vol. 19, No. 4
- 20 December 2016 | Journal of Systems Science and Systems Engineering, Vol. 25, No. 4
- 12 October 2015 | Manufacturing & Service Operations Management, Vol. 18, No. 3
- Computers & Operations Research, Vol. 71
- International Journal of Forecasting, Vol. 32, No. 3
- 18 March 2016 | Operations Research, Vol. 64, No. 2
- Mathematical Problems in Engineering, Vol. 2016
- SSRN Electronic Journal, Vol. 55
- 3 February 2015 | International Journal of Production Research, Vol. 53, No. 24
- 18 September 2015 | Operations Research, Vol. 63, No. 5
- 1 August 2015 | Production and Operations Management, Vol. 24, No. 8
- 1 July 2015 | Production and Operations Management, Vol. 24, No. 7
- 11 May 2015 | Operations Research, Vol. 63, No. 3
- 23 February 2015 | Manufacturing & Service Operations Management, Vol. 17, No. 2
- European Journal of Operational Research, Vol. 243, No. 1
- 23 February 2015 | Service Science, Vol. 7, No. 1
- International Journal of Production Economics, Vol. 159
- SSRN Electronic Journal, Vol. 67
- EURO Journal on Computational Optimization, Vol. 2, No. 4
- 13 August 2014 | Manufacturing & Service Operations Management, Vol. 16, No. 4
- 27 May 2014 | Interfaces, Vol. 44, No. 4
- 17 March 2014 | Probability in the Engineering and Informational Sciences, Vol. 28, No. 3
- 16 June 2014 | ACM SIGMETRICS Performance Evaluation Review, Vol. 42, No. 1
- 18 September 2014 | Stochastic Systems, Vol. 4, No. 1
- 10 January 2014 | ACM SIGMETRICS Performance Evaluation Review, Vol. 41, No. 3
- SSRN Electronic Journal, Vol. 56
- 21 December 2017 | Journal of the Operational Research Society, Vol. 64, No. 11
- Performance Evaluation, Vol. 70, No. 10
- 18 March 2013 | Management Science, Vol. 59, No. 9
- 17 June 2013 | ACM SIGMETRICS Performance Evaluation Review, Vol. 41, No. 1
- 18 April 2013 | Systems Research and Behavioral Science, Vol. 30, No. 3
- International Journal of Production Economics, Vol. 141, No. 1
- SSRN Electronic Journal, Vol. 35
- 1 December 2012 | Operations Research, Vol. 60, No. 6
- 6 September 2012 | Annals of Operations Research, Vol. 201, No. 1
- 26 September 2012 | Operations Research, Vol. 60, No. 5
- 30 July 2012 | Probability in the Engineering and Informational Sciences, Vol. 26, No. 4
- 1 July 2012 | Production and Operations Management, Vol. 21, No. 4
- 2 May 2012 | Stochastic Systems, Vol. 2, No. 1
- European Journal of Operational Research, Vol. 219, No. 3
- European Journal of Operational Research, Vol. 219, No. 3
- SSRN Electronic Journal, Vol. 67
- 21 December 2017 | Journal of the Operational Research Society, Vol. 62, No. 6
- Technological and Economic Development of Economy, Vol. 17, No. 1
- European Journal of Operational Research, Vol. 207, No. 2
- Optimal Configuration of a Service Delivery Network: An Application to a Financial Services Provider1 November 2010 | Production and Operations Management, Vol. 19, No. 6
- 1 November 2010 | Production and Operations Management, Vol. 19, No. 6
- 23 July 2010 | Naval Research Logistics (NRL), Vol. 57, No. 6
- 9 June 2010 | Management Science, Vol. 56, No. 8
- 17 May 2010 | Management Science, Vol. 56, No. 7
- 1 May 2010 | Production and Operations Management, Vol. 19, No. 3
- 28 October 2009 | Operations Research, Vol. 58, No. 2
- 10 July 2009 | Management Science, Vol. 55, No. 9
- 16 March 2009 | Operations Research, Vol. 57, No. 3
- IIE Transactions, Vol. 41, No. 6
- IIE Transactions, Vol. 41, No. 6
- 16 February 2009 | Probability in the Engineering and Informational Sciences, Vol. 23, No. 2
- 13 November 2008 | Probability in the Engineering and Informational Sciences, Vol. 23, No. 1
- 4 January 2008 | Manufacturing & Service Operations Management, Vol. 10, No. 3
- 25 November 2008 | Flexible Services and Manufacturing Journal, Vol. 20, No. 1-2
- European Journal of Operational Research, Vol. 187, No. 1
- 1 May 2008 | Production and Operations Management, Vol. 17, No. 3
- 1 May 2008 | Production and Operations Management, Vol. 17, No. 3
- 1 February 2008 | Management Science, Vol. 54, No. 2
- 1 February 2008 | Management Science, Vol. 54, No. 2
- 1 February 2008 | Management Science, Vol. 54, No. 2
- 1 February 2008 | Management Science, Vol. 54, No. 2
- 1 November 2007 | Production and Operations Management, Vol. 16, No. 6
- 14 May 2007 | Naval Research Logistics (NRL), Vol. 54, No. 5
- 1 May 2007 | Production and Operations Management, Vol. 16, No. 3
- 1 January 2007 | Manufacturing & Service Operations Management, Vol. 9, No. 1
- 1 January 2007 | Production and Operations Management, Vol. 16, No. 1
- 1 June 2006 | Operations Research, Vol. 54, No. 3
- AEU - International Journal of Electronics and Communications, Vol. 60, No. 2
- Queueing Systems, Vol. 51, No. 3-4
Volume 7, Issue 4
Fall 2005
Pages 273-380
Article Information
Supplemental Material
Metrics
Information
- Received:August 20, 2004
- Accepted:June 29, 2005
- Published Online:October 01, 2005
© 2005 INFORMS
Cite as
Rodney B. Wallace, Ward Whitt, (2005) A Staffing Algorithm for Call Centers with Skill-Based Routing. Manufacturing & Service Operations Management 7(4):276-294.
https://doi.org/10.1287/msom.1050.0086
Keywords
