Erfolgsorientierte Agentenallokation in inbound Call-Centern
Year of publication: |
2005
|
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Authors: | Helber, Stefan ; Stolletz, Raik ; Bothe, Sophie |
Published in: |
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung : ZfbF. - Wiesbaden : Springer Gabler, ISSN 0341-2687, ZDB-ID 1086398-9. - Vol. 57.2005, 1, p. 3-32
|
Subject: | Erlang-C-Modell | Callcenter | Call centre | Kundenservice | Customer service | Personalplanung | Human resource planning |
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