Customer relations management: call center operations: modelling and simulation of a telephone call center

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Authors: Juta Pichitlamken Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada
Alexandre Deslauriers Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada
Pierre L'Ecuyer Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada
Athanassios N. Avramidis Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada
Customer relations management: call center operations: modelling and simulation of a telephone call center 2003 Article
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WSC '03 Proceedings of the 35th conference on Winter simulation: driving innovation
Pages 1805-1812
Winter Simulation Conference ©2003
table of contents ISBN:0-7803-8132-7

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