Queueing Models of Call Centers: An Introduction

Ger Koole and Avishai Mandelbaum

Annals of Operations Research, 2002, vol. 113, issue 1, 59 pages

Abstract: This is a survey of some academic research on telephone call centers. The surveyed research has its origin in, or is related to, queueing theory. Indeed, the “queueing-view” of call centers is both natural and useful. Accordingly, queueing models have served as prevalent standard support tools for call center management. However, the modern call center is a complex socio-technical system. It thus enjoys central features that challenge existing queueing theory to its limits, and beyond. The present document is an abridged version of a survey that can be downloaded from www.cs.vu.nl/obp/callcenters and ie.technion.ac.il/∼serveng. Copyright Kluwer Academic Publishers 2002

Keywords: call centers; queueing models (search for similar items in EconPapers)
Date: 2002
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Citations: View citations in EconPapers (44)

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DOI: 10.1023/A:1020949626017

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