Formal Model, Language and Tools for Design Agent's Scenarios in Call Center Systems
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 8 - Volume 8
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
Proceedings of the 35th conference on Winter simulation: driving innovation
Modeling and simulation of call centers
WSC '05 Proceedings of the 37th conference on Winter simulation
A java library for simulating contact centers
WSC '05 Proceedings of the 37th conference on Winter simulation
Evaluating arrival rate uncertainty in call centers
Proceedings of the 38th conference on Winter simulation
Experimental study on fighters behaviors mining
Expert Systems with Applications: An International Journal
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In the last few years, the call center industry has considerably grown especially the outbound call center area, such as telemarketing. The productivity of the call centers has significantly increased, but they still require improvements especially because of the need to adapt their operations in some countries, like the UK and the USA, in which the silent calls are strictly regulated. For this reason, electronic dialer systems, termed predictive dialers, have been developed. Several of them have achieved good performance only under some special conditions. This paper intends to show how simulation models can be used as a predictive tool to forecast the outbound call center behavior aiming to build up a predictive dialer.