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Gans et al., 2003 - Google Patents

Telephone call centers: Tutorial, review, and research prospects

Gans et al., 2003

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Document ID
6169241940773766152
Author
Gans N
Koole G
Mandelbaum A
Publication year
Publication venue
Manufacturing & Service Operations Management

External Links

Snippet

Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance …
Continue reading at pubsonline.informs.org (PDF) (other versions)

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