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"Service-Level Agreements in Call Centers: Perils and Prescriptions."
Joseph M. Milner, Tava Lennon Olsen (2008)
- Joseph M. Milner, Tava Lennon Olsen:
Service-Level Agreements in Call Centers: Perils and Prescriptions. Manag. Sci. 54(2): 238-252 (2008)
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