Robert Saltzman, Vijay Mehrotra. Managing trade-offs in call center agent scheduling: methodology and case study. In Gabriel Andrés Wainer, editor, Proceedings of the 2007 Summer Computer Simulation Conference, SCSC 2007, San Diego, California, USA, July 16-19, 2007. pages 643-651, Simulation Councils, Inc., 2007. [doi]
Abstract is missing.