Ger Koole, Auke Pot, Jerome Talim. Customer relations management: call center operations: routing heuristics for multi-skill call centers. In Stephen E. Chick, Paul J. Sanchez, David M. Ferrin, Douglas J. Morrice, editors, Proceedings of the 35th Winter Simulation Conference: Driving Innovation, New Orleans, Louisiana, USA, December 7-10, 2003. pages 1813-1816, ACM, 2003. [doi]
Abstract is missing.