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Telephone Call Centers: Tutorial, Review, and Research Prospects
2003
Manufacturing & Service Operations Management
Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value -and at the same time fundamentally limited -in their ability to characterize system performance. We review the state of research on telephone call
doi:10.1287/msom.5.2.79.16071
fatcat:ggsjiwnoyndeba7m6m5bgaw6va