Queueing Models of Call Centers: An Introduction |
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Authors: | Ger Koole Avishai Mandelbaum |
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Institution: | (1) Vrije Universiteit, De Boelelaan 1081a, 1081 HV Amsterdam, The Netherlands;(2) Technion, Industrial Engineering and Management, Haifa, 32000, Israel |
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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.The present document is an abridged version of a survey that can be downloaded from www.cs.vu.nl/obp/callcenters and ie.technion.ac.il/serveng. |
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Keywords: | call centers queueing models |
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