Evaluating arrival rate uncertainty in call centers. - Thomas R. Robbins; Deborah J. Medeiros; Paul Dum (WSC, 2006)

Partial cross training in call centers with uncertain arrivals and global service level agreements. - Thomas R. Robbins; Terry P. Harrison; Deborah J. Medeiros (WSC, 2007)

A simulation based scheduling model for call centers with uncertain arrival rates. - Thomas R. Robbins; Terry P. Harrison (WSC, 2008)

Does the Erlang C model fit in real call centers? - Thomas R. Robbins; Deborah J. Medeiros; Terry P. Harrison (WSC, 2010)

A stochastic programming model for scheduling call centers with global Service Level Agreements. - Thomas R. Robbins; Terry P. Harrison (Eur. J. Oper. Res., 2010)

Evaluating the fit of the Erlang A model in high traffic call centers. - Thomas R. Robbins (WSC, 2016)