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Under our supervision many publications on call centers were written and many software tools were developed.
Below is a list with the ones that are most useful to managers and other practitioners.
For a complete list, including all scientific publications,
see www.math.vu.nl/obp/callcenters.
Call center mathematics.
Here you find an electronic version of a book on call centers.
Convexity properties of queueing systems with applications to call centers.
Invited speach at INSEAD, 11 February 2005.
Telephone call centers: Tutorial, review, and research prospects (Noah Gans, Ger Koole and Avi Mandelbaum).
Planning and Routing Algorithms for Multi-Skill Contact Centers (Auke Pot).
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