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Effective call center management : evidence from financial services
Evenson, Ann; Harker, Patrick T.; Frei, Frances X. - 1999
Persistent link: https://www.econbiz.de/10001429062
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Capacity sizing in the presence of a common shared resource : staffing an inbound call center
Akşin, O. Zeynep; Harker, Patrick T. - 2000 - Rev. version of 98/79/TM
Persistent link: https://www.econbiz.de/10001634664