Using simulation to predict market behavior for outbound call centers

Proceedings - Winter Simulation Conference

Volumn , Issue , 2007, Pages 2247-2251

  De Freitas Filho, Paulo J ^a   Da Cruz, Geovani Ferreira ^a   Sea Ra, Rui ^a   Steinmann, Guilherme ^a  

^a FEDERAL UNIVERSITY OF SANTA CATARINA   (Brazil)

Author keywords

[No Author keywords available]

Indexed keywords

CALL CENTERS; MARKET BEHAVIOR; SIMULATION MODELLING;

EID: 49749148415     PISSN: 08917736     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/WSC.2007.4419861     Document Type: Conference Paper

References (10)

1. Anisimov, N., K. Kishinski, and A. Miloslavski. 1999. Formal model, language and tools for design agent's scenarios in call center systems. In Proceeding of the 32nd Annual Hawaii International Conference on Systems Sciences, 1-9. IEEE Comput. Soc, Los Alamitos, CA, USA.
2. Avramidis, A. N. and P. L'Ecuyer. 2005. Modeling and simulation of call centers. In Proceedings of the 2005 Winter Simulation Conference, ed. Kuhl M. E., N. M. Steiger, F. B. Armstrong, and J. A. Joines, 144-152. Piscataway, New Jersey: Institute of Electrical and Electronics Engineers, Inc.
3. Brown, L., N. Gans, A. Mandelbaum, A. Sakov, H. Shen, S. Zeltyn, and L. Zhao. 2005. Statistical analysis of a telephone call center: A queueing-science perspective. Journal of the American Statistical Association 100(469):36-50.
4. Buist, E. and P. L'Ecuyer. 2005. A java library for simulating contact centers. In Proceedings of the 2005 Winter Simulation Conference, ed. M. E Kuhl, N. M. Steiger, F. B. Armstrong, and J. A. Joines, 556-565. Piscataway, New Jersey: Institute of Electrical and Electronics Engineers, Inc.
5. Gans N., G. Koole, and A. Mandelbaum. 2003. Telephone call centers: Tutorial, review, and research prospects. Manufacturing and Service Operations Management (M&SOM) 5(2):79-141.
6. Mandelbaum, A., S. Borst, and M. Reiman. 2004. Dimensioning large call centers. Operations Research 52(1):17-34.
7. Medeiros, D. J., P. Dum, and T. R. Robbins. 2006. Evaluating arrival rate uncertainty in call centers. In Proceedings of the 2006 Winter Simulation Conference, ed. L. F. Perrone, F. P. Wieland, J. Liu, B. G. Lawson, D. M. Nicol, and R. M. Fujimoto, 2180-2187. Piscataway, New Jersey: Institute of Electrical and Electronics Engineers, Inc.
8. Merhotra V. and J. Fama. 2003. Call center simulation modeling: methods, challenges, and opportunities. In Proceedings of the 2003 Winter Simulation Conference, ed. S. Chick, P. J. Sánchez, D. Ferrin, and D. J. Morrice, 135-143. Piscataway, New Jersey: Institute of Electrical and Electronics Engineers, Inc.
9. Rufus, G. 2005. Outbound calling - discredited or misunderstood? Journal of Targeting, Measurement and Analysis for Marketing 13(4):295-298.
10. Samuelson, D. A. 1999. Predictive dialing for outbound telephone call centers. INTERFACES 29(5):66-94.