Modelling and simulation of a telephone call center

Winter Simulation Conference Proceedings

Volumn 2, Issue , 2003, Pages 1805-1812

  Pichitlamken, Juta ^a   Deslauriers, Alexandre ^a   L'Ecuyer, Pierre ^a   Avramidis, Athanassios N ^a  

^a UNIVERSITÉ DE MONTRÉAL   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

ALGORITHMS; APPROXIMATION THEORY; COMPUTER SIMULATION; CUSTOMER SATISFACTION; DATA REDUCTION; MANAGERS; MARKETING; MARKOV PROCESSES; PARAMETER ESTIMATION; PUBLIC POLICY; QUALITY OF SERVICE; TELECOMMUNICATION SERVICES; TELECOMMUNICATION TRAFFIC; QUEUEING THEORY;

CALL CENTERS; INBOUND CALLS; OUTBOUND CALLS;

TELEPHONE; CONTINUOUS TIME SYSTEMS;

ANALYSIS TIME; CALL CENTERS; CONTINOUS TIME MARKOV CHAIN; MODEL AND SIMULATION; QUEUEING MODEL; SERVICE REQUIREMENTS; SIMULATION MODEL; SYSTEM PERFORMANCE MEASURES; TELEPHONE CALL CENTERS; WHAT-IF ANALYSIS;

EID: 1642436758     PISSN: 02750708     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (10)

1. Avramidis, A. N., A. Deslauriers, and P. L'Ecuyer. 2003. Modeling daily arrivals to a telephone call center. Technical report, GERAD and DIRO, University of Montreal. Submitted for publication.
2. Brown, L., N. Gans, A. Mandelbaum, A. Sakov, H. Shen, S. Zeltyn, and L. Zhao. 2002, November. Statistical analysis of a telephone call center: A queueing-science perspective. Technical report, The Wharton School, University of Pennsylvania, Philadelphia. Preprint.
3. Deslauriers, A. 2003. Modélisation et simulation d'un centre d'appels téléphoniques dans un environnement mixte. Master's thesis, Dept. Computer Science and Operations Research, University of Montreal, Montreal, Canada.
4. Deslauriers, A., J. Pichitlamken, P. L'Ecuyer, and A. N. Avramidis. 2003. Markov chain models of a telephone call center in blend mode. Technical report, GERAD and DIRO, University of Montreal. Preprint.
5. Gans, N., G. Koole, and A. Mandelbaum. 2002. Telephone call centers: Tutorial, review, and research prospects. Manufacturing and Service Operations Management. To appear.
6. Jongbloed, G., and G. Koole. 2001. Managing uncertainty in call centers using Poisson mixtures. Applied Stochastic Models in Business and Industry 17:307-318.
7. Koole, G., and A. Mandelbaum. 2002. Queueing models of call centers: An introduction. Annals of Operations Research 113:41-59.
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9. Ross, S. M. 1997. Simulation. Second ed. Academic Press.
10. Tanir, O., and R. J. Booth. 1999. Call center simulation in Bell Canada. In Proceedings of the 1999 Winter Simulation Conference, ed. P. A. Farrington, H. B. Nemhard, D. T. Sturrock, and G. W. Evans, 1640-1647. Piscataway, New Jersey: IEEE Press. Available on line via 〈www.informs-cs.org〉