12th May 2001 at 14:55 #11402
http://www.erlang.com is a good place to start. I found a number of call centre links by reading through the old postings.
Also for Call Centre FAQ’s try:
And an excellent book on Call Centres is also available:
Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment by Brad Cleveland and Julia Mayben
Link is :