Bhandari, Atul; Scheller-Wolf, Alan; Harchol-Balter, Mor - In: Management Science 54 (2008) 2, pp. 339-353
. Complicating this problem is the fact that customer-arrival rates to call centers are often time varying. Thus, to satisfy their … service goals in a cost-effective manner, call centers may employ permanent operators who always provide service, and …