Performance Evaluation Of Skill-Based Routing In An Inbound Call Center Using Stochastic Petri Nets
Call centers have become a preferred and prevalent means for companies to communicate with their customers. As a consequence of this, the call center industry has seen a huge growth in both volume and scope in the last couple of decades. Operations managers are challenged with the fact that personne...
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| Language: | en_US |
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2009
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| Online Access: | http://hdl.handle.net/2005/519 |