ARTICLES - A Call Center Uses Simulation to Drive Strategic Change - A large software company used simulation modeling of its call center operations in launching a new fee-based technical-support program guaranteeing callers less than a minute on hold.
| Year of publication: |
2001
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|---|---|
| Authors: | Saltzman, Robert M. ; Mehrotra, Vijay |
| Published in: |
Interfaces : the INFORMS journal on the practice of operations research. - Linthicum, Md : INFORMS, ISSN 0092-2102, ZDB-ID 1207854. - Vol. 31.2001, 3, 1, p. 87-101
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