System dynamics modeling: A call center learning and decision-support tool

IIE Annual Conference and Exhibition 2004

Volumn , Issue , 2004, Pages 995-1000

  Groesbeck, Richard ^a   Sousa, George ^a   Van Aken, Eileen ^a   Carpinetti, Luiz ^b   Hall, Michael ^c  

^a Virginia Polytechnic Institute and State University   (United States)

^b UNIVERSITY OF SÃO PAULO   (Brazil)

^c AT and T   (United States)

Author keywords

Call Center; System Dynamics Modeling

Indexed keywords

COSTS; MATHEMATICAL MODELS; PERFORMANCE; PUBLIC POLICY; TELECOMMUNICATION SYSTEMS;

CALL CENTER; SYSTEM DYNAMICS MODELING;

DECISION SUPPORT SYSTEMS;

EID: 30044434563     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (4)

1. Kaplan, R.S., 2002, Keynote address at the 2002 International Conference on the Theory and Practice of Performance Measurement, Performance Measurement Association, July 2002, Boston, MA.
2. Lai, C.L., W.H. Ip, and W.B. Lee, 2001, "The system dynamics model for engineering services," Managing Service Quality, 11(3), 191-199.
3. Anton, J., V. Bapat, and B. Hall, 2000, Call Center Performance Enhancement Using Simulation and Modeling, Purdue University Press, West Lafayette, IN.
4. Sterman, J.D., 2000, Business Dynamics: Systems Thinking and Modeling for a Complex World, Irwin McGraw-Hill, Boston.