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Staffing Multiskill Call Centers via Linear Programming and Simulation

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References

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2008Simple Methods for Shift Scheduling in Multiskill Call Centers111 cited
2013Operations Research (OR) in Service Industries: A Comprehensive Review102 cited

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2016Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty66 cited

2009On a Data-Driven Method for Staffing Large Call Centers64 cited

2007A Simple Staffing Method for Multiskill Call Centers64 cited

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2009Staffing multi-skill call centers via search methods and a performance approximation55 cited