Telephone Call Centers: Tutorial, Review, and Research Prospects

被引：759

作者：

Gans, Noah ^{[1
]}

Koole, Ger ^{[2
]}

Mandelbaum, Avishai ^{[3
]}

机构：

[1] Wharton School, University of Pennsylvania, Philadelphia

[2] Vrije Universiteit, 1081 HV Amsterdam

[3] Indust. Engineering and Management, Technion

来源：

Manufacturing and Service Operations Management | 2003年 / 5卷 / 02期

关键词：

Abandonment; Capacity Management; Contact Center; Erlang A; Erlang B; Erlang C; Hiring; QED Regime; Queueing; Staffing; Telephone Call Center; Telequeues; Teleservices; Time-Varying Queues; Workforce Management Systems; ACD Reports;

D O I：

10.1287/msom.5.2.79.16071

中图分类号：

学科分类号：

摘要：

Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value - and at the same time fundamentally limited - in their ability to characterize system performance. We review the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research.

引用

页码：79 / 141

页数：62

共 163 条

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