Article thumbnail
Location of Repository

Robust staff level optimisation in call centres

By Sam Clarke
Topics: Probability theory and stochastic processes, Numerical analysis
Year: 2007
OAI identifier:

Suggested articles


  1. (1997). A Numerical Analyst looks at the “Cutoff Phenomenon” in Card Shuffling and other Markov Chains. Numerical Analysis
  2. (2001). An Introduction to Erlang B and Erlang
  3. (2005). Anat Sakov, Haipeng Shen, Sergey Zeltyn, and Linda Zhao. Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective. doi
  4. (1999). Call Center Simulation in Bell Canada.
  5. (2004). Call Centres: Research Bibliography with Abstracts. Available from:,
  6. (2005). Engineering Solution of a Basic Call Center Model. doi
  7. (2006). Evaluating Arrival Rate Uncertainty in Call Centers.
  8. (1998). Fundamentals of Queueing Theory. doi
  9. (2003). Introduction to Probability Models.
  10. (2001). Managing Uncertainty in Call Centers using Poisson Mixtures. Applied Stochastic Models
  11. (1997). Markov Chains.
  12. (2004). Modelling Daily Arrivals to a Telephone Call Center. doi
  13. (1981). Numerical Analysis. Prindle, Weber and Schmidt, doi
  14. (1997). Numerical Linear Algebra.
  15. Offshoring and the Labour Market: IT and Call Centres Considered. Available from:
  16. Optimization of Business Processes: An Introduction to Applied Stochastic Modelling. Available from:
  17. (2004). Performance Analysis and Optimization in Customer Contact Centers.
  18. (1990). Performance Characteristics of Automated Call Distribution Systems.
  19. (2003). Similarity Transform for Unsymmetrical Tridiagonal Matrix. Available from:,
  20. (2006). Staffing a Call Center with Uncertain Arrival Rate and Absenteeism.
  21. (2003). Telephone Call Centers: Tutorial, Review, and Research Prospects. doi
  22. (1996). The Cutoff Phenomenon in Finite Markov Chains. doi
  23. (2005). The Stationary Distribution of a Markov Chain. Available from: leon/didattica/webir/ pagerank.pdf,
  24. (1999). Time Varying Multiserver Queues with Abandonments and Retrials.
  25. (2001). Towards “Zero Abandonments” in Call Center Performance. doi

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.