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Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center
Aksin, O.Zeynep, (2003)
Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System
Aksin, O.Zeynep, (2001)
The impact of retrials on call center performance
Aguir, Salah, (2004)