Alex S. Fukunaga Ed Hamilton Jason Fama David Andre Ofer Matan Illah R. Nourbakhsh Staff Scheduling for Inbound Call Centers and Customer Contact Centers. 822-829 2002 conf/aaai/2002 AAAI/IAAI db/conf/aaai/aaai2002.html#FukunagaHFAMN02 http://www.aaai.org/Library/AAAI/2002/aaai02-123.php