, B, B.; S, M. Performance Modelling and Evaluation of a Telecommunication Contact Centre: A Queuing Theory Approach. Malaysian Journal of Science, [S. l.], v. 26, p. 85–93, 2007. Disponível em: https://mjs.um.edu.my/index.php/MJS/article/view/8731. Acesso em: 19 dec. 2024.