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Reversing the Trend of Commoditization: A Case Study of the Strategic Planning and Management of a Call Center.
Brad Poulson
Jimmy C. Huang
Sue Newell
Robert D. Galliers
Published in:
ICEIS (3) (2004)
Keyphrases
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strategic planning
call center
customer relationship management
service level
arrival rate
e government
public transportation
service quality
asymptotically optimal
decision making
case study
customer service
information systems
random variables
data management
supply chain
heavy traffic
customer support
databases