References

References

pdf file format

All reference files are in pdf file format. These files can be opend in any modern web browser or in a dedicated pdf viewer like Acrobat Reader.

Call center model in the simulator

• Model (pdf, English)
• Model (pdf, German)

Glossar

• Glossar (pdf, English)
• Glossar (pdf, German)

Literature

• A. Herzog: "Callcenter – Analyse und Management" (in German)

Citing "Callcenter – Analyse und Management" using BibTeX:

@book{herzog2017callcenter,
  title={Callcenter--Analyse und Management},
  author={Herzog, Alexander},
  year={2017},
  publisher={Springer}
}