Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System

@article{Aksin2001ModelingAP,
  title={Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System},
  author={O. Zeynep Aksin and Patrick T. Harker},
  journal={Management Science},
  year={2001},
  volume={47},
  pages={324-336}
}
This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multi-class processor shared loss system, where the interacting effects of human, telecommunication and information technology resources are explicitly incorporated. Product form solutions for this type of system are provided along with expressions for performance measures like blocking and reneging. Some structural properties of system throughput are analyzed in an effort to pave… CONTINUE READING