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1. 1. Topics in Workforce Management in a Contact Center Context

   Författare :Göran Svensson; Per Enqvist; Tolga Tezcan; KTH; []
   Nyckelord :NATURVETENSKAP; NATURAL SCIENCES; queues; queuing networks; workforce management; optimization; conditional value-at-risk; Tillämpad matematik och beräkningsmatematik; Applied and Computational Mathematics;

   Sammanfattning : This thesis is written as a monograph covering topics in operations research and focusing on workforcemanagement in a contact center environment.This text is the result of a cooperative project between the Royal Institute of Technology (KTH) andTeleopti WFM. LÄS MER