Quantitative issues in contact centers

Ger Koole

Vrije Universiteit Amsterdam


The internet created new ways of communicating with companies. This means that the traditional call centers are dealing nowadays with contacts coming in through different contact channels, making them real "contact centers". This complicates workforce management, but it also creates possibilities for increasing at the same time service levels and productivity. In this talk we discuss contact centers and show how mathematical models can help improve performance.

[Ger Koole]
[ Vrije Universiteit Amsterdam]