1. Managing Business Process Flows: Principles of Operations Management;Anupindi,2007
2. Dimensioning large call centers;Borst;Oper. Res.,2004
3. Matching Supply with Demand: An Introduction to Operations Management;Cachon,2009
4. An Introduction to Probability Theory and Its Applications;Feller,1968
5. Designing a call center with impatient customers;Garnett;Manuf. Serv. Oper. Manag.,2002