| 305 | -- | 0 | Stefan Helber, Karl-Heinz Waldmann. Editorial - Call Center Management |
| 307 | -- | 330 | Robert A. Shumsky. Approximation and analysis of a call center with flexible and specialized servers |
| 331 | -- | 352 | Raik Stolletz, Stefan Helber. Performance analysis of an inbound call center with skills-based routing |
| 353 | -- | 376 | M. Salah Aguir, Fikri Karaesmen, O. Zeynep Aksin, Fabrice Chauvet. The impact of retrials on call center performance |
| 377 | -- | 411 | Avi Mandelbaum, Sergey Zeltyn. n + G queue |
| 413 | -- | 422 | Tania Jiménez, Ger Koole. Scaling and comparison of fluid limits of queues applied to call centers with time-varying parameters |
| 423 | -- | 440 | Reza Zamani. An efficient time-windowing procedure for scheduling projects under multiple resource constraints |
| 441 | -- | 446 | Thomas Eichner, Andreas Wagener. Insurance demand, the elasticity of risk aversion, and relative prudence: a further result |