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The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation
The Impact of Simulation Training on Call Center Agent Performance: A Field-Based InvestigationMurthy, Nagesh N; Challagalla, Goutam N; Vincent, Leslie H; Shervani, Tasadduq A.
Management Science; Linthicum Vol. 54, Iss. 2, (Feb 2008): 384-399.
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