Simulation of the call center environment for comparing competing call routing technologies for business case ROI projection (case study)

• Authors:

• Katherine Miller;Vivek Bapat

• Affiliations:

• IIT Research Institute, 8100 Corporate Drive, Suite 400, Lanham, MD;Systems Modeling Corporation, 504 Beaver Street, Sewickly, PA

• Venue:
• Proceedings of the 31st conference on Winter simulation: Simulation---a bridge to the future - Volume 2
• Year:
• 1999