Predictive Dialing for Outbound Telephone Call Centers

@article{Samuelson1999PredictiveDF,
  title={Predictive Dialing for Outbound Telephone Call Centers},
  author={Douglas A. Samuelson},
  journal={Interfaces},
  year={1999},
  volume={29},
  pages={66-81}
}
In the late 1980s, I used queuing and simulation to invent predictive dialing, a method to determine when computer-directed outbound telephone dialing systems should dial. I included a real-time estimation updating feature that was highly robust against sudden changes in the system's operating environment; thorough validation to ensure that the models tracked all important features of the real systems; and a modular software design that allowed "plug-in" replacement of the control software… CONTINUE READING

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