A system and method are presented for predicting contact center behavior. In one
embodiment, closed form simulation modeling may be used to simulate behavior from input …

Credible queueing models of human services acknowledge human characteristics. A
prevalent one is the ability of humans to abandon their wait, for example while waiting to be …

Customer impatience has become an integral component of analyzing services, especially
in the context of call centers. Typically, when customers arrive to such systems, they seem …

A multi-server infinite buffer queueing system with additional servers (assistants) providing
help to the main servers when they encounter problems is considered as the model of real …

We investigate the trade‐off between acquisition and retention efforts when customers are
sensitive to the quality of service they receive, that is, whether they get timely access to a …

We give an overview of the practice and science of call center workforce planning, in which
we evaluate the commonly used methods by their quality and the theory by its applicability …

We analyze a multi-processor two-stage tandem call center retrial queueing network in
which the processors are subject to active breakdowns and repairs at stage-I. A level …

We study call routing policies for call centers with multiple call types and multiple agent
groups. We introduce new weight-based routing policies where each pair (call type, agent …

An important feature in call center modeling is the presence of impatient customers. In this
paper we show, using real data, that we can realistically model the patience distribution by …

We consider queueing systems with general abandonment. Abandonment times are
approximated by a particular Cox distribution with all phase exponential rates being the …