@inproceedings{DBLP:conf/qest/LEcuyer06,
  author    = {Pierre L'Ecuyer},
  title     = {Modeling and Optimization Problems in Contact Centers},
  booktitle = {QEST},
  year      = {2006},
  pages     = {145-156},
  ee        = {http://doi.ieeecomputersociety.org/10.1109/QEST.2006.34},
  crossref  = {DBLP:conf/qest/2006},
  bibsource = {DBLP, http://dblp.uni-trier.de}
}

@proceedings{DBLP:conf/qest/2006,
  title     = {Third International Conference on the Quantitative Evaluation
               of Systems (QEST 2006), 11-14 September 2006, Riverside,
               California, USA},
  booktitle = {QEST},
  publisher = {IEEE Computer Society},
  year      = {2006},
  isbn      = {0-7695-2665-9},
  bibsource = {DBLP, http://dblp.uni-trier.de}
}