Speeding up call center simulation and optimization by Markov chain uniformization. - Eric Buist; Wyean Chan; Pierre L'Ecuyer (WSC, 2008)

Optimizing daily agent scheduling in a multiskill call center. - Athanassios N. Avramidis; Wyean Chan; Michel Gendreau; Pierre L'Ecuyer; Ornella Pisacane (Eur. J. Oper. Res., 2010)

Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times. - Wyean Chan; Ger Koole; Pierre L'Ecuyer (Manuf. Serv. Oper. Manag., 2014)

Chance-constrained scheduling with recourse for multi-skill call centers with arrival-rate and absenteeism uncertainty. - Thuy Anh Ta; Wyean Chan; Pierre L'Ecuyer; Fabian Bastin (WSC, 2015)

Waiting time predictors for multi-skill call centers. - Mamadou Thiongane; Wyean Chan; Pierre L'Ecuyer (WSC, 2015)

Two-stage chance-constrained staffing with agent recourse for multi-skill call centers. - Wyean Chan; Thuy Anh Ta; Pierre L'Ecuyer; Fabian Bastin (WSC, 2016)

New history-based delay predictors for service systems. - Mamadou Thiongane; Wyean Chan; Pierre L'Ecuyer (WSC, 2016)

Delay Predictors in Multi-skill Call Centers: An Empirical Comparison with Real Data. - Mamadou Thiongane; Wyean Chan; Pierre L'Ecuyer (ICORES, 2020)

Learning-Based Prediction of Conditional Wait Time Distributions in Multiskill Call Centers. - Mamadou Thiongane; Wyean Chan; Pierre L'Ecuyer (ICORES (Selected Papers), 2021)

A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty. - Thuy Anh Ta; Wyean Chan; Fabian Bastin; Pierre L'Ecuyer (Eur. J. Oper. Res., 2021)

SUMMIT: A multi-modal agent-based co-simulation of urban public transport with applications in contingency planning. - Nasri Bin Othman; Vasundhara Jayaraman; Wyean Chan; Zhen Xiang Kenneth Loh; Rishikeshan Rajendram; Rakhi Manohar Mepparambath; Pritee Agrawal; Muhamad Azfar Ramli; Zheng Qin 004 (Simul. Model. Pract. Theory, 2023)

Impact of Smart Scheduling on Nationwide Charging Infrastructure of Harbour Craft. - L. P. M. I. Sampath; Pritee Agrawal; Tingting Xie; Wyean Chan; John Z. F. Pang (VTC Spring, 2024)