Raik Stolletz, Stefan Helber. Performance analysis of an inbound call center with skills-based routing. OR Spectrum, 26(3):331-352, 2004. [doi]
@article{StolletzH04,
title = {Performance analysis of an inbound call center with skills-based routing},
author = {Raik Stolletz and Stefan Helber},
year = {2004},
doi = {10.1007/s00291-004-0161-y},
url = {https://doi.org/10.1007/s00291-004-0161-y},
researchr = {https://researchr.org/publication/StolletzH04},
cites = {0},
citedby = {0},
journal = {OR Spectrum},
volume = {26},
number = {3},
pages = {331-352},
}