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    MANSCI
    2008
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    Service-Level Agreements in Call Centers: Perils and Prescriptions
    13 years 4 months ago
    Service-Level Agreements in Call Centers: Perils and Prescriptions
    Download  www.rotman.utoronto.ca
    A call center with both contract and non-contract customers was giving priority to the contract customers only in off-peak hours, precisely when having priority was least importan...
    Joseph M. Milner, Tava Lennon Olsen
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