- Hall, Chapter 7, pages 208–269, Reducing delay through changes in the Service Process. Includes Buffa et.al. on “An integrated work shift scheduling”.
- Garnett O., Mandelbaum A. and Reiman M. “Designing a Call Center with Impatient Customers”. Manufacturing and Service Operations Management, 4(3), 208-227, 2002.
- Borst S., Mandelbaum A. and Reiman M. “Dimensioning Large Call Centers”. Operations Research, 52(1), pp. 17-34, 2004.
- Halfin, S.& Whitt, W., “Heavy-traffic limits for queues with many exponential servers”, Operations Research, 29, 567–588, 1981. (Mathematical support for Whitt’s “Efficiency…” paper.)
- Whitt, W., “Understanding the efficiency of multi-server service systems”, Management Science, 38, 708–723, 1992.
- Jennings O., Mandelbaum A., Massey W. and Whitt W. “Server Staffing to Meet Time-Varying Demand”. Management Science, 42:10 (October 1996), pp. 1383-1394. Time-dependent Erlang-A; includes many references.
- Feldman Z., “Staffing of Time-Varying Queues To Achieve Time-Stable Performance”. Graduation Project. Technion, June 2004.
- Staffing of Time-Varying Queues to Achieve Time-Stable Performance. By Feldman Z., Mandelbaum A., Massey W.A. and Whitt W., 2005. (Internet supplement).
- A Staffing Algorithm for Call Centers with Skill-Based Routing. Ward Whitt and Rodney B. Wallace, working paper, 2004. Submitted to Manufacturing and Service operations Management.
- J.M. Harrison and A. Zeevi. “A method for staffing large call centers using stochastic fluid models”. To appear in Manufacturing \& Service Operations Management 2005.
- A. Bassamboo, J.M. Harrison and A. Zeevi. “Design and control of a large call center: Asymptotic analysis of an LP-based method”. Submitted for publication June 2004.
- Gurvich I., Armony M. and Mandelbaum A. Staffing and control of large-scale service systems with multiple customer classes and fully flexible servers. Draft, November 2004. (Technical Appendix)
- Armony M., and Mandelbaum A. Design, staffing and control of large service systems: The case of a single customer class and multiple server types. Draft, March 2004.
- Some additional useful papers on staffing: Tze, Gans \& Yong-Pin (on hiring and training), Whitt (on Staffing towards “NO WAITS”; on partitioning to types), Borst (on staffing Skills-based-routing systems), …
