Management Insights
MANAGEMENT SCIENCE 2008 54: iv-vi. [Abstract] [PDF]  

Ger Koole

Introduction to the Special Issue on Call Center Management
MANAGEMENT SCIENCE 2008 54: 237. [Abstract] [PDF]  

Joseph M. Milner and Tava Lennon Olsen

Service-Level Agreements in Call Centers: Perils and Prescriptions
MANAGEMENT SCIENCE 2008 54: 238-252. [Abstract] [PDF] [References]  

James W. Taylor

A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center
MANAGEMENT SCIENCE 2008 54: 253-265, published online before print December 17 2007, DOI: 10.1287/mnsc.1070.0786. [Abstract] [PDF] [References]  

Refik Soyer and M. Murat Tarimcilar

Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach
MANAGEMENT SCIENCE 2008 54: 266-278, published online before print December 17 2007, DOI: 10.1287/mnsc.1070.0776. [Abstract] [PDF] [References]  

Itay Gurvich, Mor Armony, and Avishai Mandelbaum

Service-Level Differentiation in Call Centers with Fully Flexible Servers
MANAGEMENT SCIENCE 2008 54: 279-294. [Abstract] [PDF] [References] [e-companion]  

Júlíus Atlason, Marina A. Epelman, and Shane G. Henderson

Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
MANAGEMENT SCIENCE 2008 54: 295-309, published online before print December 11 2007, DOI: 10.1287/mnsc.1070.0774. [Abstract] [PDF] [References]  

Mehmet Tolga Cezik and Pierre L'Ecuyer

Staffing Multiskill Call Centers via Linear Programming and Simulation
MANAGEMENT SCIENCE 2008 54: 310-323. [Abstract] [PDF] [References] [e-companion]  

Zohar Feldman, Avishai Mandelbaum, William A. Massey, and Ward Whitt

Staffing of Time-Varying Queues to Achieve Time-Stable Performance
MANAGEMENT SCIENCE 2008 54: 324-338. [Abstract] [PDF] [References] [e-companion]  

Atul Bhandari, Alan Scheller-Wolf, and Mor Harchol-Balter

An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers
MANAGEMENT SCIENCE 2008 54: 339-353. [Abstract] [PDF] [References]  

O. Zeynep Aksin, Francis de Véricourt, and Fikri Karaesmen

Call Center Outsourcing Contract Analysis and Choice
MANAGEMENT SCIENCE 2008 54: 354-368. [Abstract] [PDF] [References] [e-companion]  

Z. Justin Ren and Yong-Pin Zhou

Call Center Outsourcing: Coordinating Staffing Level and Service Quality
MANAGEMENT SCIENCE 2008 54: 369-383. [Abstract] [PDF] [References] [e-companion]  

Nagesh N. Murthy, Goutam N. Challagalla, Leslie H. Vincent, and Tasadduq A. Shervani

The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation
MANAGEMENT SCIENCE 2008 54: 384-399. [Abstract] [PDF] [References]  

Oualid Jouini, Yves Dallery, and Rabie Nait-Abdallah

Analysis of the Impact of Team-Based Organizations in Call Center Management
MANAGEMENT SCIENCE 2008 54: 400-414. [Abstract] [PDF] [References] [e-companion]  

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