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]
@inproceedings{PichitlamkenDLA03, title = {Customer relations management: call center operations: modelling and simulation of a telephone call center}, author = {Juta Pichitlamken and Alexandre Deslauriers and Pierre L Ecuyer and Athanassios N. Avramidis}, year = {2003}, doi = {10.1145/1030818.1031065}, url = {http://doi.acm.org/10.1145/1030818.1031065}, researchr = {https://researchr.org/publication/PichitlamkenDLA03}, cites = {0}, citedby = {0}, pages = {1805-1812}, booktitle = {Proceedings of the 35th Winter Simulation Conference: Driving Innovation, New Orleans, Louisiana, USA, December 7-10, 2003}, editor = {Stephen E. Chick and Paul J. Sanchez and David M. Ferrin and Douglas J. Morrice}, publisher = {ACM}, isbn = {0-7803-8132-7}, }