Staff Scheduling for Inbound Call Centers and Customer Contact Centers. - Alex S. Fukunaga; Ed Hamilton; Jason Fama; David Andre; Ofer Matan; Illah R. Nourbakhsh (AAAI/IAAI, 2002)

Staff Scheduling for Inbound Call and Customer Contact Centers. - Alex S. Fukunaga; Ed Hamilton; Jason Fama; David Andre; Ofer Matan; Illah R. Nourbakhsh (AI Mag., 2002)

Call center simulations: call center simulation modeling: methods, challenges, and opportunities. - Vijay Mehrotra; Jason Fama (WSC, 2003)