PT  - JOURNAL ARTICLE
AU  - Vaculík, Juraj
AU  - Monoši, Michal
TI  - 
DP  - 2010 Mar 30
TA  - Doprava a spoje
PG  - 222--227
VI  - 6
IP  - 1
IS  - 13367676
AB  - This paper deals with efectivity of contact centres and deals with methods how to increase efectivity. In this paper are listed possibilities how to increase efectivity of contact centres with teoretical examples of performance increasing, in this article are listed also negative results.