The focus of this book is on the management of dynamic inbound contact centers with impatient customers and retrials. we consider contact centers with both homogeneous and heterogeneous customers and agents. The term dynamic refers to the processes in a contact center in two ways. Firstly, these processes are random and secondly they depend on the time of the day and the day of the week. The processes are the successive arrivals of customers to the contact center, the consecutive services by agents, and the successive abandonments and retrials of customers. In order to consider both aspects...