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Call Centers are important channels of communication within the consumer relationship and a point of integration between suppliers and their customers. Correctly sizing the capacity of a given Call Center can bring benefits not only in terms of improved customer service (efficacy), but also in terms of reduced operating costs (efficiency). However, specifying the capacity of a Call Center is not a trivial task, but one that demands a significant knowledge of mathematics, in particular ofdoi:10.1109/wsc.2009.5429228 dblp:conf/wsc/FranzeseFFB09 fatcat:r2ndjzcmbreyjgbzqmpfekswoe