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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).

Record type: Conference or Workshop Item (Other)


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.

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Published date: 23 January 2006
Venue - Dates: 2005 Winter Simulation Conference, 2006-01-23
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


Local EPrints ID: 55795
ISBN: 0780395190
PURE UUID: 6d8ebf2d-87cc-494e-857e-955ac38064f6

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Date deposited: 06 Aug 2008
Last modified: 17 Jul 2017 14:32

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Author: A.N. Avramidis
Author: P. L'Ecuyer
Editor: M.E. Kuhl
Editor: N.M. Steiger
Editor: F.B. Armstrong,
Editor: J.A. Joines

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