Modeling and simulation of call centers.

Avramidis, A.N. and L'Ecuyer, P., (2006) Modeling and simulation of call centers. Kuhl, M.E., Steiger, N.M., Armstrong,, F.B. and Joines, J.A. (eds.) At 2005 Winter Simulation Conference. , pp. 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 and the many operational complexities and relationships between decisions. 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 (Other)
Digital Object Identifier (DOI): doi:10.1109/WSC.2005.1574247
Venue - Dates: 2005 Winter Simulation Conference, 2006-01-23
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
Organisations: Operational Research
ePrint ID: 55795
Date :
Date Event
23 January 2006Published
Date Deposited: 06 Aug 2008
Last Modified: 16 Apr 2017 17:42
Further Information:Google Scholar

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