Sample Research Papers by the Instructor

Overview of Research Problems on Customer Contact Centers, e.g., Telephone Call Centers

Stabilizing Performance with Time-Varying Arrivals

Real-Time Delay Estimation and Prediction to Make Delay Announcements

The Fundamental Queueing Principle L = lambda*W (Little's law)

Statistical Tests of Nonhomogeneous Poisson Arrival Processes

Appointment-Generated Arrival Processes

Staffing Call Centers with Skill-Based Routing

Responding to Unexpected Overloads in Large-Scale Service Systems

Golf Courses as Large-Scale Service Systems

Grey-box Stochastic Models: Fitting Birth-and-Death Processes to Service System Data

Motivating Call-Center Agents: Preference-Based Routing

For more research papers, see Research Publications by Ward Whitt.