Service-Level Agreements in Call Centers: Perils and Prescriptions
Year of publication: |
2008
|
---|---|
Authors: | Milner, Joseph M. ; Olsen, Tava Lennon |
Published in: |
Management Science. - Institute for Operations Research and the Management Sciences - INFORMS, ISSN 0025-1909. - Vol. 54.2008, 2, p. 238-252
|
Publisher: |
Institute for Operations Research and the Management Sciences - INFORMS |
Subject: | call centers | outsourcing | contracts | heavy traffic | optimal control |
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