@inproceedings{henetal98,
	abstract = {An important new feature on the business scene is the development of call centres, whereby a pool of staff is used to answer incoming calls from customers. This project develops a model that enables staffing levels to be determined to meet specified quality targets on customer wait times. Unlike most previous work, this new model explicitly considers call arrival rates that vary during the day, and exploits linkage between periods to keep staffing costs to a minimum.},
	author = {S. G. Henderson and A. J. Mason and I. Ziedins and R. Thomson and D. Burgess and T. Seabrook},
	booktitle = {Proceedings of the 33rd Conference of the Operational Research Society of New Zealand},
	date-added = {2016-01-10 19:28:22 +0000},
	date-modified = {2016-01-10 19:29:31 +0000},
	pages = {253--261},
	title = {Heuristics in Rostering for Call Centres},
	url_paper = {pubs/ros2.pdf},
	year = {1998}}

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