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» Transactional Service Level Agreement
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CONCURRENCY
2007
67views more  CONCURRENCY 2007»
13 years 7 months ago
Towards increased expressiveness in service level agreements
Viktor Yarmolenko, Rizos Sakellariou
MANSCI
2008
62views more  MANSCI 2008»
13 years 7 months ago
Service-Level Agreements in Call Centers: Perils and Prescriptions
A call center with both contract and non-contract customers was giving priority to the contract customers only in off-peak hours, precisely when having priority was least importan...
Joseph M. Milner, Tava Lennon Olsen
CN
2010
88views more  CN 2010»
13 years 5 months ago
An efficient and lightweight method for Service Level Agreement assessment
René Serral-Gracià, Marcelo Yannuzzi...