1998 Winter Simulation Conference Proceedings

1998 Winter Simulation Conference Proceedings

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5 IMPROVING CALL CENTER PERFORMANCE WITH CALL$IM 5.1 The Challenge: Managing Change in Call Centers A companya#39;s ... It is a business battlefront where millions of dollars of products and services are purchased, sold, and traded. It is also a place where thousands of customers are won and lost every second of every minute. ... Call$im relates to the call-center domain of problems through specific constructs, such as Calls, Agents, Scripts, and Schedules, designed foranbsp;...

Title:1998 Winter Simulation Conference Proceedings
Author:D. J. Medeiros, Winter Simulation Conference (30, 1998, Washington, DC)
Publisher: - 1998


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