Simulation of a claims call center: a success and a failure
Proceedings of the 31st conference on Winter simulation: Simulation---a bridge to the future - Volume 2
Call center scheduling technology evaluation using simulation
Proceedings of the 33nd conference on Winter simulation
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Simulation with Arena
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
Proceedings of the 35th conference on Winter simulation: driving innovation
Simulation analysis of inbound call center of a city-gas company
WSC '05 Proceedings of the 37th conference on Winter simulation
Comparing skill-based routing call center simulations using C programming and arena models
WSC '05 Proceedings of the 37th conference on Winter simulation
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Call center operational performance is measured largely through queue times and customer abandonment rates, and thus managers have an acute need to understand how both management policies and stochastic factors affect these performance statistics. Simulation is an excellent vehicle for examining these relationships, but a lack of programming ability can be a barrier that prevents call center managers from making use of such models. To address this problem, we have developed a user-friendly Excel interface for a dynamic discrete event simulation model. The underlying model is a general queuing system for which analytical results are often unavailable, and the Excel interface enables managers to interactively specify a wide range of system parameters and analyze results, all without exposing them to the simulation model's components. Based on input from call center operations managers, we have also been able to utilize this framework to ask, and answer, some important empirical questions.