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SEECenter (Service Enterprise Engineering): (Material)
Mandelbaum A., Zeltyn S. M/M/n+G Queue: Summary of Performance Measures. 2009.
Holman D., Batt R., and Holtgrewe U. The Global Call Centre Report: International Perspectives on Management and Employment. 2007.
Mandelbaum A. Call Centers. Research Bibliography with Abstracts. Version 7, May 2006.
Mandelbaum A., Zeltyn S. The Palm/Erlang-A Queue, with Applications to Call Centers. 2005.
Rafaeli, A. Report on “The Israeli Call Center Industry“ (in Hebrew), August 2004.
4CallCenters: Support for workforce management (staffing), based on Erlang-C and Erlang-A models.
Mandelbaum A. Curriculum Vitae. (Full Version)