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Optimization of a Call Centre Performance Using the Stochastic Queueing Models Cover

Optimization of a Call Centre Performance Using the Stochastic Queueing Models

Business Systems Research Journal
Volume 5 (2014): Issue 3 (September 2014)
By: Alenka Brezavšček and  Alenka Baggia  
Open Access
|Sep 2014

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DOI: https://doi.org/10.2478/bsrj-2014-0016 | Journal eISSN: 1847-9375 | Journal ISSN: 1847-8344
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Language: English
Page range: 6 - 18
Submitted on: Jan 20, 2014
Accepted on: Jun 18, 2014
Published on: Sep 25, 2014
Published by: IRENET - Society for Advancing Innovation and Research in Economy
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
Keywords:
call centre,
service quality,
performance measure,
optimization,
stochastic queueing models
Related subjects:
Business and economics,
Business management,
Management, organization, corporate governance,
Business management, other,
Mathematics and statistics for economists,
Mathematics

© 2014 Alenka Brezavšček, Alenka Baggia, published by IRENET - Society for Advancing Innovation and Research in Economy
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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