Grossman, Thomas A.Oh, Sherry Lynn2005-07-282005-07-2819990612479781http://hdl.handle.net/1880/25219Bibliography: p. 67-70vii, 96 leaves ; ill. ; 30 cm.engUniversity of Calgary graduate students retain copyright ownership and moral rights for their thesis. You may use this material in any way that is permitted by the Copyright Act or through licensing that has been assigned to the document. For uses that are not allowable under copyright legislation or licensing, you are required to seek permission.HE8788 .O38 1999Call centres--managementOperations researchTelecommunication--trafficComputer simulationmaster thesis10.11575/PRISM/20465HE8788 .O38 1999