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call centre 1 optimization 1 performance measure 1 service quality 1 stochastic queueing models 1
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Baggia, Alenka 1 Brezavšček, Alenka 1
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Business Systems Research 1
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Optimization of a Call Centre Performance Using the Stochastic Queueing Models
Brezavšček, Alenka; Baggia, Alenka - In: Business Systems Research 5 (2014) 3, pp. 6-18
queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre. Methods/Approach: The arrival and the … done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic …
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