2002a), “Statistical Analysis of a Telephone Call Center: A Queueing Science Perspective,” technical report, University of Pennsylvania, downloadable at http://iew3.technion.ac.il/serveng/References/references.html

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by Lawrence Brown , Noah Gans , Avishai Mandelbaum , Anat Sakov , Haipeng Shen , Sergey Zeltyn , Linda Zhao
Citations:119 - 19 self

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150 Telephone call centers: Tutorial, review, and research prospects – Noah Gans, Ger Koole, Avishai Mandelbaum - 2003
9 Telephone call centers: A tutorial and literature review – Noah Gans, Ger Koole, Avishai Mandelbaum - 2003
Nonparametric Regression for Problems Involving Lognormal Distributions – Haipeng Shen, Ii Acknowledgements, Haipeng Shen, Supervisor Lawrence, D. Brown
11 Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers – Avishai M, Sergey Zeltyn - 2005
Designing a Call Center with Impatient Customers – O. Garnett A. M, Elbaum M. Reiman
7 Stochastic Models for the design and management of customer contact centers: some research directions – Ward Whitt - 2002
8 Estimating residual variance in nonparametric regression using least squares, Biometrika 92: 821–830 – Tong, Yuedong Wang - 2005
14 Variance Estimation in Nonparametric Regression via the Difference Sequence Method – D. Brown, M. Levine - 2006
10 Two fluid approximations for multi-server queues with abandonments – Ward Whitt - 2004
The G t /GI/s t +GI many-server fluid queue – Yunan Liu, Ward Whitt - 2012
19 Queueing models of call centers: An introduction – Ger Koole, Avishai Mandelbaum - 2001
51 Server Staffing to Meet Time-Varying Demand – Otis B. Jennings, Avishai M, William A. Massey, Ward Whitt - 1996
NONPARAMETRIC LEAST SQUARES ESTIMATION IN DERIVATIVE FAMILIES – unknown authors - 2008
unknown title – M. Levine - 2005
4 Variance Function Estimation in Multivariate Nonparametric Regression – T. Tony Cai, Michael Levine, Lie Wang - 2006
3 Optimal testing in functional analysis of variance – Felix Abramovich, Anestis Antoniadis, Theofanis Sapatinas, Brani Vidakovic
unknown title – Ursula U. Müller Anton Schick
NONPARAMETRIC LEAST SQUARES ESTIMATION IN DERIVATIVE FAMILIES – unknown authors - 2008
2 ASSIST: A suite of S functions implementing spline smoothing techniques. http://www.pstat.ucsb.edu/faculty/yuedong/software.html[3 – Yuedong Wang, Chunlei Ke - 2004