Modeling the IRS taxpayer information system
Operations Research
The pointwise stationary approximation for M1/M1/s
Management Science
Investment Strategies for Flexible Resources
Management Science
Managing Learning and Turnover in Employee Staffing
Operations Research
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
Modeling Daily Arrivals to a Telephone Call Center
Management Science
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
Proceedings of the 35th conference on Winter simulation: driving innovation
Proceedings of the 35th conference on Winter simulation: driving innovation
A Diffusion Approximation for the G/GI/n/m Queue
Operations Research
A Method for Staffing Large Call Centers Based on Stochastic Fluid Models
Manufacturing & Service Operations Management
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
Proceedings of the 40th Conference on Winter Simulation
Shift Scheduling Problem in Same-Day Courier Industry
Transportation Science
Contact center: information systems design
Journal of Intelligent Manufacturing
On the modeling and forecasting of call center arrivals
Proceedings of the Winter Simulation Conference
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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.