References
- Simulation Modeling and Analysis(The 3rd ed.) Averill,M.;Law,W.;David Kelton
- 10th annual incoming Call Center Management Conference, Pre-Conference Seminars A Short Course on Advanced Issues Brad,C.
- Call Center Pr. Call Center Management on Fast Forward Brad,C.;Julia,M.
- Customer Relationship Management Service Level and Response Time in a New Era Brad,C.
- Simulation Using ProModel Charles,H.;Biman,K.G.;Royce,B.
- Incoming Call Center Management, Pre-Conference Seminars Coaching in Today's Digital Environment Ingram,M.B.
- 10th Annual World Conference and Exposition on Call Center Management, Conference Proceedings Year 2000 Hiring : Selecting Winning Agents to Take You into The Next Millennium Kaiser,J.
- Simulation with ARENA(The 2nd ed.) Kelton,W.D.;Randall,P.;Sadowski,Deborach;A.Sadowski
- Incoming Call Center Management, Pre-Conference Seminars Improving service Quality by Elimination Lost Calls, Busy Signals, and Long Delay Times Solomen,L.
- 10th Annual World Conference and Exposition on Call Center Management, Conference Proceedings Scheduling Agents Who "Wear Many Hays" Solomon,L.
- Incoming Call Center Management, Pre-Conference Seminars Taking Rep and Supervisor Performance to the Nest Level Swystun,G.
- Time Series Analysis William,W.;S.Wei
- 예측방법의 이해 이덕기
- 시계열 분석의 원리 이상열
- 실례로 배우는 시계열분석의 기초 이윤복
- 대기행렬 이론 -확률과정론적 분석- 이호우
- 한국정보전략회의 '99 추계공동학술대회논문집 우리나라 고객상담센터(Call Center)의 리엔지니어링전략에 관한 연구 - 미국 고객상참센터와의 비료를 중심으로 - 정기주;김재전
- 數理統計學 허문열;송문섭