Modeling and simulation of call centers.

Avramidis, A.N. and L'Ecuyer, P. (2006) Modeling and simulation of call centers. 2005 Winter Simulation Conference, Piscataway, New Jersey, Institute of Electrical and Electronics Engineers Inc, 144-152. (doi:10.1109/WSC.2005.1574247).


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In this review, we introduce key notions
and describe the decision problems commonly encountered in call
center management.
Main themes are
the central role of uncertainty throughout the decision hierarchy
the many operational complexities and relationships between
We make connections to analytical models in the literature,
emphasizing insights gained and model limitations.
The high operational complexity and the prevalent uncertainty
suggest that simulation modeling and simulation-based decision-making
could have a central role in the management of call centers.
We formulate some common decision problems and point to recently developed
simulation-based solution techniques.
We review recent work that supports modeling the primitive inputs
to a call center and highlight call center modeling difficulties.

Item Type: Conference or Workshop Item (UNSPECIFIED)
Digital Object Identifier (DOI): doi:10.1109/WSC.2005.1574247
ISBNs: 0780395190 (hardback)
Related URLs:
Keywords: analytical model call center management call center modeling call center simulation, decision hierarchy, operational complexity, simulation modeling, simulation-based decision making, simulation-based solution technique
Subjects: Q Science > Q Science (General)
H Social Sciences > H Social Sciences (General)
Divisions : University Structure - Pre August 2011 > School of Mathematics > Operational Research
ePrint ID: 55795
Accepted Date and Publication Date:
23 January 2006Published
Date Deposited: 06 Aug 2008
Last Modified: 31 Mar 2016 12:36

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