Juta Pichitlamken, Alexandre Deslauriers, Pierre L Ecuyer, Athanassios N. Avramidis. Customer relations management: call center operations: modelling and simulation of a telephone call center. In Stephen E. Chick, Paul J. Sanchez, David M. Ferrin, Douglas J. Morrice, editors, Proceedings of the 35th Winter Simulation Conference: Driving Innovation, New Orleans, Louisiana, USA, December 7-10, 2003. pages 1805-1812, ACM, 2003. [doi]
Abstract is missing.