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Management Insights
Call Center Management
Free Access
Introduction to the Special Issue on Call Center Management
Pages:237–237
Published Online:February 1, 2008
Research Article
Service-Level Agreements in Call Centers: Perils and Prescriptions
Pages:238–252
Published Online:February 1, 2008
A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center
Pages:253–265
Published Online:December 17, 2007
Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach
Pages:266–278
Published Online:December 17, 2007
Service-Level Differentiation in Call Centers with Fully Flexible Servers
Pages:279–294
Published Online:February 1, 2008
Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
Pages:295–309
Published Online:December 11, 2007
Staffing Multiskill Call Centers via Linear Programming and Simulation
Pages:310–323
Published Online:February 1, 2008
Staffing of Time-Varying Queues to Achieve Time-Stable Performance
Pages:324–338
Published Online:February 1, 2008
An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers
Pages:339–353
Published Online:February 1, 2008
Call Center Outsourcing: Coordinating Staffing Level and Service Quality
Pages:369–383
Published Online:February 1, 2008
The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation
Pages:384–399
Published Online:February 1, 2008
Analysis of the Impact of Team-Based Organizations in Call Center Management
Pages:400–414
Published Online:February 1, 2008
