Vijay Mehrotra, Thomas A. Grossman. OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset. Interfaces, 39(4):346-352, 2009. [doi]
@article{MehrotraG09,
title = {OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset},
author = {Vijay Mehrotra and Thomas A. Grossman},
year = {2009},
doi = {10.1287/inte.1090.0432},
url = {http://dx.doi.org/10.1287/inte.1090.0432},
researchr = {https://researchr.org/publication/MehrotraG09},
cites = {0},
citedby = {0},
journal = {Interfaces},
volume = {39},
number = {4},
pages = {346-352},
}