white papers concerning call centre queuing..

G'day all,
I am wondering if some one out there has any experience with the
queuing of call into a call centre, and if so, would they be able to
point me to more information, or white papers concerning reducing the
call length queuing when optmising between call priority, agent
expertise, and call waiting time....any pointers to the road to
enlightenment?

Best Regards.

.

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