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Modeling and simulation of call centers.

Modeling and simulation of call centers.
Modeling and simulation of call centers.
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.
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
0780395190
144-152
Avramidis, A.N.
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L'Ecuyer, P.
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Kuhl, M.E.
22f226a1-2851-4972-8acb-00b626a6ebf5
Steiger, N.M.
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Armstrong,, F.B.
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Joines, J.A.
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Avramidis, A.N.
d6c4b6b6-c0cf-4ed1-bbe1-a539937e4001
L'Ecuyer, P.
6a72df10-5abf-4ff2-bb06-d9f9047f328e
Kuhl, M.E.
22f226a1-2851-4972-8acb-00b626a6ebf5
Steiger, N.M.
5139b6d3-1c6b-48dc-9528-1d8325416295
Armstrong,, F.B.
7995a966-b6a5-4e3c-bd9d-e215f462d773
Joines, J.A.
eae2d7f0-ecab-42af-8cbf-f38a52cbb55e

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.) 2005 Winter Simulation Conference, United States. 04 Dec 2005. pp. 144-152 . (doi:10.1109/WSC.2005.1574247).

Record type: Conference or Workshop Item (Other)

Abstract

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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More information

Published date: 23 January 2006
Venue - Dates: 2005 Winter Simulation Conference, United States, 2005-12-04 - 2005-12-04
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

Identifiers

Local EPrints ID: 55795
URI: http://eprints.soton.ac.uk/id/eprint/55795
ISBN: 0780395190
PURE UUID: 6d8ebf2d-87cc-494e-857e-955ac38064f6
ORCID for A.N. Avramidis: ORCID iD orcid.org/0000-0001-9310-8894

Catalogue record

Date deposited: 06 Aug 2008
Last modified: 10 Dec 2019 01:42

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