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Partial cross training in call centers with uncertain arriv..:

, In: Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come,
Robbins, Thomas R. ; Harrison, Terry P. ; Medeiros, D. J. - p. 2252-2258 , 2007
Link: https://dl.acm.org/doi/10.5555/1351542.1351941