Benny Mathew, Manoj K. Nambiar. A Tutorial On Modelling Call Centres Using Discrete Event Simulation. In Webjørn Rekdalsbakken, Robin T. Bye, Houxiang Zhang, editors, Proceedings of the 27th European Conference on Modelling and Simulation, ECMS 2013, Ålesund, Norway, May 27-30, 2013. pages 315-321, European Council for Modeling and Simulation, 2013. [doi]
Abstract is missing.