2003 · 15 citations · 0 references
ManagementDesignCustomer Relationship ManagementService DesignService OperationsCall Center OperationsCommunication SystemsCustomer Service ManagementTelephone OperationsWaiting Area DesignWaiting Line ManagementCall Center Capacity PlanningCall Center LayoutCall Center Network DesignCall Center QueueingCall Center Queueing Models