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Luiz Augusto Gago Franzese, Marcelo Moretti Fioroni, Paulo José de Freitas Filho, Rui Carlos Botter. Comparison of Call Center Models. In Ann Dunkin, Ricki G. Ingalls, Enver Yücesan, Manuel D. Rossetti, Ray Hill, Björn Johansson, editors, Proceedings of the 2009 Winter Simulation Conference, WSC 2009, Hilton Austin Hotel, Austin, TX, USA, December 13-16, 2009. pages 2963-2970, WSC, 2009. [doi]

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