Queueing models of call centers: An introduction

Queueing models of call centers: An introduction

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Article ID: iaor20031843
Country: Netherlands
Volume: 113
Issue: 1
Start Page Number: 41
End Page Number: 59
Publication Date: Jul 2002
Journal: Annals of Operations Research
Authors: ,
Keywords: service
Abstract:

This is a survey of some academic research on telephone call centers. The surveyed research has its origin in, or is related to, queueing theory. Indeed, the ‘queueing-view’ of call centers is both natural and useful. Accordingly, queueing models have served as prevalent standard support tools for call center management. However, the modern call center is a complex socio-technical system. It thus enjoys central features that challenge existing queueing theory to its limits, and beyond.

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