Telephone call centers are an integral part of many businesses, and their economic role is
significant and growing. They are also fascinating sociotechnical systems in which the …

Many service systems display nonstationary demand: the number of customers fluctuates
over time according to a stochastic—though to some extent predictable—pattern. To …

In 1989 the first edition of this book set out Gittins' pioneering index solution to the multi-
armed bandit problem and his subsequent investigation of a wide of sequential resource …

We examine historical banking crises through the lens of bank equity declines, which cover
a broad sample of episodes of banking distress with and without banking panics. To do this …

Call centers are an increasingly important part of today's business world, employing millions
of agents across the globe and serving as a primary customer‐facing channel for firms in …

A call center is a service network in which agents provide telephone-based services.
Customers who seek these services are delayed in tele-queues. This article summarizes an …

Diverse businesses, such as garbage collection, retail banking, and management consulting
are often tied together under the heading of “services”, based on little more than a …

Behavioral operations is now an established and fundamental research field dedicated to
understanding how the behavior of managers, workers, and customers influences …

This is a survey of some academic research on telephone call centers. The surveyed
research has its origin in, or is related to, queueing theory. Indeed, the “queueing-view” of …

We develop a framework for asymptotic optimization of a queueing system. The motivation is
the staffing problem of large call centers, which we have modeled as M/M/N queues with N …