1 이호우, "대기행렬이론. 3판" 시그마프레스 2007
2 Aksin, O. Z., "The modern call centers: A multi-disciplinary perspective on operations management research" 16 (16): 665-688, 2007
3 Aguir, M. S., "The impact of retrials on call center performance" 26 (26): 353-376, 2004
4 Gans, N., "Telephone call centers: A tutorial and literature review" 5 : 79-141, 2002
5 Brown, L. D., "Statistical analysis of a telephone call center: A queueing science perspective" 100 (100): 36-50, 2002
6 Mandelbaum, A., "Service engineering of call centers: Research, teaching, practices" 2006
7 Mandelbaum, A, "Service engineering in action: The Parl/Erlang-A queue, with application to call centers. in: Advances in Service Innovations" Springer 2005
8 Aguir, M. S., "On the interaction between retrials and sizing of call centers" 191 (191): 398-408, 2008
9 Bhulai, S., "Nearest neighbor algorithms for forecasting call arrivals in call centers" Vrije Universiteit 2005
10 Jongbloed, G., "Managing uncertainty in call center using Poisson mixtures" 17 : 307-318, 2001
1 이호우, "대기행렬이론. 3판" 시그마프레스 2007
2 Aksin, O. Z., "The modern call centers: A multi-disciplinary perspective on operations management research" 16 (16): 665-688, 2007
3 Aguir, M. S., "The impact of retrials on call center performance" 26 (26): 353-376, 2004
4 Gans, N., "Telephone call centers: A tutorial and literature review" 5 : 79-141, 2002
5 Brown, L. D., "Statistical analysis of a telephone call center: A queueing science perspective" 100 (100): 36-50, 2002
6 Mandelbaum, A., "Service engineering of call centers: Research, teaching, practices" 2006
7 Mandelbaum, A, "Service engineering in action: The Parl/Erlang-A queue, with application to call centers. in: Advances in Service Innovations" Springer 2005
8 Aguir, M. S., "On the interaction between retrials and sizing of call centers" 191 (191): 398-408, 2008
9 Bhulai, S., "Nearest neighbor algorithms for forecasting call arrivals in call centers" Vrije Universiteit 2005
10 Jongbloed, G., "Managing uncertainty in call center using Poisson mixtures" 17 : 307-318, 2001
11 Green, L., "Improving the SIPP approach for staffing service systems that have cyclic demands" 49 (49): 549-564, 2001
12 Stearns, N., "How workforce management improves call handling efficiency" 16 (16): 124-127, 1998
13 Whitt, W., "Dynamic staffing in a telephone call center aiming to immediately answer all calls" 24 (24): 205-212, 1999
14 Garnett, O., "Designing a call center with impatient customers" 4 (4): 208-227, 2002
15 Green, L., "Coping with time-varying demands when setting staffing requirements for a service system" 16 (16): 13-39, 2007
16 Kim, J. W., "Consecutive staffing solution using simulation in the contact center" 110 (110): 2010
17 Mehrotra, V., "Call center simulation modeling: Methods, challenges, and opportunities" 135-143, 2003
18 Koole, G., "Call center mathematics: A scientific method for understanding and improving contact centers" VU University 2005
19 Miciak, A., "Benchmarking service quality performance at business-to-business and business-to-consumer call centers" 16 : 340-353, 2001
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