Bibliography

A. N. Avramidis, W. Chan, and P. L'Ecuyer.
Staffing multi-skill call centers via search methods and a performance approximation.
IIE Transactions, 41: 483-497, 2009.

A. N. Avramidis, W. Chan, M. Gendreau, P. L'Ecuyer, and O. Pisacane.
Optimizing daily agent scheduling in a multiskill call centers.
European Journal of Operational Research, 200 (3): 822-832, 2010.

S. Bhulai, G. Koole, and A. Pot.
Simple methods for shift scheduling in multi-skill call centers.
Manufacturing and Service Operations Management, 10: 411-420, 2008.

E. Buist, W. Chan, and P. L'Ecuyer.
Speeding up call center simulation and optimization by Markov chain uniformization.
In Proceedings of the 2008 Winter Simulation Conference, pages 1652-1660, Piscataway, New-Jersey, 2008. IEEE Press.

M. T. Cezik and P. L'Ecuyer.
Staffing multiskill call centers via linear programming and simulation.
Management Science, 54 (2): 310-323, 2008.

W. Chan.
Optimisation des horaires des agents et du routage des appels dans les centres d'appels.
PhD thesis, Département d'Informatique et de Recherche Opérationnelle, Université de Montréal, Canada, 2013.

R. B. Cooper.
Introduction to Queueing Theory.
North-Holland, New York, NY, second edition, 1981.

O. Garnett, A. Mandelbaum, and M. Reiman.
Designing a call center with impatient customers.
Manufacturing and Service Operations Management, 4 (3): 208-227, 2002.
ISSN 1253-4614.

G. Koole and J. Talim.
Exponential approximation of multi-skill call centers architecture.
In Proceedings of QNETs, pages 23/1-10, 2000.

G. Koole, A. Pot, and J. Talim.
Routing heuristics for multi-skill call centers.
In Proceedings of the 2003 Winter Simulation Conference, pages 1813-1816. IEEE Press, 2003.

A. Pot, S. Bhulai, and G. Koole.
A simple staffing method for multi-skill call centers.
Manufacturing and Service Operations Management, 10: 421-428, 2008.

R. B. Wallace and W. Whitt.
A staffing algorithm for call centers with skill-based routing.
Manufacturing and Service Operations Management, 7 (4): 276-294, 2005.