Performance modelling and evaluation of a telecommunication contact centre: A queuing theory approach
A call centre is a centralised office of a company that mainly handles incoming telephone calls from customers via telephone. The call centre basically functions as a primary contact point between customers and their service providers. Call centres are highly technology driven. However, surprisingly...
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| Main Authors: | , |
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| Format: | Article |
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Faculty of Science, University of Malaya
2007
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| Online Access: | http://eprints.um.edu.my/25469/ https://mjs.um.edu.my/article/view/8731 |
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