Faulin, Javier; Juan, Angel A. - In: Computers in Higher Education Economics Review 17 (2005) 1, pp. 17-24
The design and management of call centres is a task that gets more and more relevant as the use and importance of these systems increases. We have developed an Excel add-in, named SimuCall, which will help us to simulate the behaviour of this kind of service (centres as a single-queue...