Koole et al., 2023 - Google Patents

A practice-oriented overview of call center workforce planning

Koole et al., 2023

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Document ID
15192379451758531800
Author
Koole G
Li S
Publication year
Publication venue
Stochastic Systems

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We give an overview of the practice and science of call center workforce planning, in which we evaluate the commonly used methods by their quality and the theory by its applicability. As such, this paper is useful for developers and consultants interested in the background …
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