COHEN, Y.; ROZENES, S. Improving operational measures in a financial institute call center: a case study. Brazilian Journal of Operations & Production Management, [S. l.], v. 14, n. 2, p. 204–209, 2017. DOI: 10.14488/BJOPM.2017.v14.n2.a8. Disponível em: https://bjopm.org.br/bjopm/article/view/V14N2A8. Acesso em: 16 apr. 2024.