Management Insights

Call Center Management

Research Article

Service-Level Agreements in Call Centers: Perils and Prescriptions

Pages:238–252

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0777

A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center

Pages:253–265

Published Online:December 17, 2007

https://doi.org/10.1287/mnsc.1070.0786

Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach

Pages:266–278

Published Online:December 17, 2007

https://doi.org/10.1287/mnsc.1070.0776

Service-Level Differentiation in Call Centers with Fully Flexible Servers

Pages:279–294

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0825

Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods

Pages:295–309

Published Online:December 11, 2007

https://doi.org/10.1287/mnsc.1070.0774

Staffing Multiskill Call Centers via Linear Programming and Simulation

Pages:310–323

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0824

Staffing of Time-Varying Queues to Achieve Time-Stable Performance

Pages:324–338

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0821

An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers

Pages:339–353

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0819

Call Center Outsourcing Contract Analysis and Choice

Pages:354–368

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0823

Call Center Outsourcing: Coordinating Staffing Level and Service Quality

Pages:369–383

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0820

The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation

Pages:384–399

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0818

Analysis of the Impact of Team-Based Organizations in Call Center Management

Pages:400–414

Published Online:February 1, 2008

https://doi.org/10.1287/mnsc.1070.0822

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