A model for rational abandonments from invisible queues
Queueing Systems: Theory and Applications
The Efficiency-Quality Trade-Off of Cross-Trained Workers
Manufacturing & Service Operations Management
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
A manager-friendly platform for simulation modeling and analysis of call center queueing systems
WSC '04 Proceedings of the 36th conference on Winter simulation
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
Simulation analysis of inbound call center of a city-gas company
WSC '05 Proceedings of the 37th conference on Winter simulation
Using simulation to predict market behavior for outbound call centers
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
Comparison of call center models
Winter Simulation Conference
A redesign framework for call centers
BPM'06 Proceedings of the 4th international conference on Business Process Management
Empirical analysis for individual behavior of impatient customers in a call center
AsiaSim'04 Proceedings of the Third Asian simulation conference on Systems Modeling and Simulation: theory and applications
Intelligent call routing: optimizing contact center throughput
Proceedings of the Eleventh International Workshop on Multimedia Data Mining
Using Business Intelligence for Operational Decision-Making in Call Centers
International Journal of Decision Support System Technology
OPTIMIZING COST IN SOFTWARE DEVELOPMENT PROJECTS
Journal of Integrated Design & Process Science
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Using stochastic models to plan call center operations, schedule call center staff efficiently, and analyze projected performance is not a new phenomenon, dating back to Erlang's work in the early twentieth century. However, several factors have recently conspired to increase demand for call center simulation analysis. • Increasing complexity in call traffic, coupled with the almost ubiquitous use of Skill-Based Routing. • Rapid change in operations due to increased merger and acquisition activity, business volatility, outsourcing options, and multiple customer channels (inbound phone, outbound phone, email, web, chat) to support. • Cheaper, faster desktop computing, combined with specialized call center simulation applications that are now commercially available. In this tutorial, we will provide an overview of call center simulation models, highlighting typical inputs and data sources, modeling challenges, and key model outputs. In the process, we will also present an interesting "real-world" example of effective use of call center simulation.