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Optimizing the Staffing and Routing of small size hierarchical Call Centers

Bibliographic reference Chevalier, Philippe ; Van den Schriek, Jean-Christophe. Optimizing the Staffing and Routing of small size hierarchical Call Centers. In: Production and Operations Management, Vol. 17, no. 3, p. 306-319 (Juin 2008)
Permanent URL http://hdl.handle.net/2078/18096
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