1Anisimov, N. , Kishinski, K. , Miloslavski, A. An approach to design distributed CTI applications using Petri nets: an example of a call center. Proceeding of IEEE International Conference on Systems, Man, and Cybernetics, 1998(1), 238-243.
2A. Caprara, M. Monaei, P. Toth. Models and algorithms for a staff scheduling problem. Mathematical Programming, 2003 (98) : 445-476.
3N. Gans, G. Koole, A. Mandelbaum. Telephone Call Centers: Tutorial, Review, and Research Prospects. Manufacturing & Service Operations Management, 2003(5) : 79-141.
4DAI Tao, HUO Jiazhen. A Research on shift scheduling in multi-skill call center. Proceeding of IEEE International Confer- ence on Service Operations and Logistics, 2008. 10, 354-357.
5A.T. Ernst, H. Jiang, M. Krishnamoorthy, D. Sier. Staff scheduling and fostering: A review of applications, methods and models. European Journal of Operational Research, 2004 (153) : 3-27.
6V. Mehrotra. Ringing up big business. ORMS Today, 1997, 24(4) : 18-24.
7G. M. Thompson. Labor staffing and scheduling models forcontrolling service levels. Naval Research Logistics, 1997, 8.. 719-740.
8S. Henderson and A. Mason. Rostering by iterating integer programming and simulation. Proceedings of the 1998 Winter Simulation Conference, 1998. Vol. 1, 677-683.
9J. Atlason, M. A. Epelman, and S. G. Henderson. Call cen- ter staffing with simulation and cutting plane methods. Annals of Operations Research, 2004, 127 : 333-358.
10S. Bhulai, G. Koole, and A. Pot. Simple methods for shift scheduling in multi-skill call centers. Manufacturing and Service Operations, 2008(10): 411-420.
