Evaluation of the Performance of Customer Service Representatives in a Call Center Using DEA/ Network Model/ Fuzzy Sets
Data Envelopment Analysis (DEA) is a linear programming technique that has been used extensively in the literature to measure relative efficiency. One of the main attributes of DEA is that it can model multiple inputs and multiple outputs in the model. In this research work, attributes pertaining to...
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Virginia Tech
2014
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| Online Access: | http://hdl.handle.net/10919/31704 http://scholar.lib.vt.edu/theses/available/etd-04132003-184221/ |