TY - JOUR
T1 - Queueing models of call centers: An introduction
AU - Koole, G.M.
AU - Mandelbaum, A.
N1 - KooleM
PY - 2002
Y1 - 2002
N2 - 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.
AB - 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.
U2 - 10.1023/A:1020949626017
DO - 10.1023/A:1020949626017
M3 - Article
VL - 113
SP - 41
EP - 59
JO - Annals of Operations Research
JF - Annals of Operations Research
SN - 0254-5330
ER -