BARBOSA, L. H. S.; GOMES, C. F. S.; CHAVES, M. C. C. Scheduling of agents in inbound multilingual call centers. Brazilian Journal of Operations & Production Management, [S. l.], v. 14, n. 2, p. 228–238, 2017. DOI: 10.14488/BJOPM.2017.v14.n2.a11. Disponível em: https://bjopm.org.br/bjopm/article/view/V14N2A11. Acesso em: 28 mar. 2024.