Robert M. Saltzman

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Call center operational performance is measured largely through queue times and customer abandonment rates, and thus managers have an acute need to understand how both management policies and stochastic factors affect these performance statistics. Simulation is an excellent vehicle for examining these relationships, but a lack of programming ability can be(More)
In this paper, we explore the challenges and opportunities we face teaching computer simulation at a business school. While our students tend not to be as technically savvy as most engineering students, at times limiting the technical complexity of what we can cover in our courses, we are able to use simulation as a tool to analyze and discuss business(More)
The article presents a simulation study of performance-based call routing strategies using a variety of routing rules based on historic data such as average handling time and first call resolution rate. We demonstrate the relative benefits of various performance-based call routing strategies using actual data from a financial call center. In particular, our(More)
This paper describes the modeling of a skill-based routing call center using two distinct simulation programming methods: the C language and the Arena software package. After reviewing the features of this type of call center, we describe the salient components of each method in modeling the call center. The paper concludes with a comparison of the pros and(More)