Ahmad D. Ridley, Michael C. Fu, William A. Massey. Customer relations management: call center operations: fluid approximations for a priority call center with time-varying arrivals. 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 1817-1823, ACM, 2003. [doi]
Abstract is missing.