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
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Nonparametric Regression for Problems Involving Lognormal Distributions – Haipeng Shen, Ii Acknowledgements, Haipeng Shen, Supervisor Lawrence, D. Brown
114 Telephone call centers: Tutorial, review, and research prospects – Noah Gans, Ger Koole, Avishai Mandelbaum - 2003
7 Telephone call centers: A tutorial and literature review – Noah Gans, Ger Koole, Avishai Mandelbaum - 2003
8 Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers – Avishai M, Sergey Zeltyn - 2005
8 Variance Estimation in Nonparametric Regression via the Difference Sequence Method – D. Brown, M. Levine - 2006
7 Stochastic Models for the design and management of customer contact centers: some research directions – Ward Whitt - 2002
9 Two fluid approximations for multi-server queues with abandonments – Ward Whitt - 2004
NONPARAMETRIC LEAST SQUARES ESTIMATION IN DERIVATIVE FAMILIES – unknown authors - 2008
4 Optimal testing in a fixed-effects functional analysis of variance model – Felix Abramovich, Anestis Antoniadis - 2004
2 Optimal testing in functional analysis of variance – Felix Abramovich, Anestis Antoniadis, Theofanis Sapatinas, Brani Vidakovic
2 Variance Function Estimation in Multivariate Nonparametric Regression – T. Tony Cai, Michael Levine, Lie Wang - 2006
DOI 10.1007/s11134-012-9291-0 The Gt/GI/st + GI many-server fluid queue – Yunan Liu, Ward Whitt, Yunan Liu, Ward Whitt, Y. Liu, W. Whitt - 2010
14 Queueing models of call centers: An introduction – Ger Koole, Avishai M - 2002
43 Server Staffing to Meet Time-Varying Demand – Otis B. Jennings, Avishai M, William A. Massey, Ward Whitt - 1996
1 Wavelet Shrinkage Estimates For Heteroscedastic Regression Models – Hong-ye Gao - 1997
21 A selective overview of nonparametric methods in financial econometrics – Jianqing Fan - 2005
34 Improving Service by Informing Customers about Anticipated Delays – Ward Whitt - 1999
2 Periodic load balancing – Ward Whitt - 1998
6 Variability Functions for Parametric-Decomposition Approximations of Queueing Networks – Ward Whitt - 1995