Customer relations management: call center operations: routing heuristics for multi-skill call centers. - Ger Koole; Auke Pot; Jerome Talim (WSC, 2003)

Approximate dynamic programming in multi-skill call centers. - Ger Koole; Auke Pot (WSC, 2005)

Workload minimization in re-entrant lines. - Ger Koole; Auke Pot (Eur. J. Oper. Res., 2006)

Approximating multi-skill blocking systems by HyperExponential Decomposition. - Geert Jan Franx; Ger Koole; Auke Pot (Perform. Evaluation, 2006)

Simple Methods for Shift Scheduling in Multiskill Call Centers. - Sandjai Bhulai; Ger Koole; Auke Pot (Manuf. Serv. Oper. Manag., 2008)

A Simple Staffing Method for Multiskill Call Centers. - Auke Pot; Sandjai Bhulai; Ger Koole (Manuf. Serv. Oper. Manag., 2008)

Online scheduling policies for multiclass call centers with impatient customers. - Oualid Jouini; Auke Pot; Ger Koole; Yves Dallery (Eur. J. Oper. Res., 2010)

TECHNICAL NOTE - A Note on Profit Maximization and Monotonicity for Inbound Call Centers. - Ger Koole; Auke Pot (Oper. Res., 2011)