Volume 54 · Issue 2

February 200814 articles

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

James W. Taylor

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February 2008pp. 253-265DOI: 10.1287/mnsc.1070.0786 ↗

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

Atul Bhandari · Alan Scheller-Wolf · Mor Harchol-Balter

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February 2008pp. 339-353DOI: 10.1287/mnsc.1070.0819 ↗

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

Oualid Jouini · Yves Dallery · Rabie Nait-Abdallah

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February 2008pp. 400-414DOI: 10.1287/mnsc.1070.0822 ↗

Call Center Outsourcing Contract Analysis and Choice

O. Zeynep Akşin · Francis de Véricourt · Fikri Karaesmen

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February 2008pp. 354-368DOI: 10.1287/mnsc.1070.0823 ↗

Call Center Outsourcing: Coordinating Staffing Level and Service Quality

Z. Justin Ren · Yong-Pin Zhou

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February 2008pp. 369-383DOI: 10.1287/mnsc.1070.0820 ↗

Introduction to the Special Issue on Call Center Management

Ger Koole

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February 2008pp. 237-237DOI: 10.1287/mnsc.1080.0855 ↗

Management Insights

Authors not recorded

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February 2008pp. iv-viDOI: 10.1287/mnsc.1080.0857 ↗

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

Refik Soyer · M. Murat Tarimcilar

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February 2008pp. 266-278DOI: 10.1287/mnsc.1070.0776 ↗

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

Júlíus Atlason · Marina A. Epelman · Shane G. Henderson

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February 2008pp. 295-309DOI: 10.1287/mnsc.1070.0774 ↗

Service-Level Agreements in Call Centers: Perils and Prescriptions

Joseph M. Milner · Tava Lennon Olsen

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February 2008pp. 238-252DOI: 10.1287/mnsc.1070.0777 ↗

Service-Level Differentiation in Call Centers with Fully Flexible Servers

Itay Gurvich · Mor Armony · Avishai Mandelbaum

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February 2008pp. 279-294DOI: 10.1287/mnsc.1070.0825 ↗

Staffing Multiskill Call Centers via Linear Programming and Simulation

Mehmet Tolga Cezik · Pierre L'Ecuyer

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February 2008pp. 310-323DOI: 10.1287/mnsc.1070.0824 ↗

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

Zohar Feldman · Avishai Mandelbaum · William A. Massey · Ward Whitt

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February 2008pp. 324-338DOI: 10.1287/mnsc.1070.0821 ↗

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

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

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February 2008pp. 384-399DOI: 10.1287/mnsc.1070.0818 ↗