Gans, Noah; Koole, Ger; Mandelbaum, Avishai - In: Manufacturing & Service Operations Management 5 (2003) 2, pp. 79-141
Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments...
