CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

Keywords: Digital simulation, Iterative methods, Least-squares approximations, Maximum likelihood
estimation, Parameter estimation, Piecewise linear techniques, Queueing theory, Stochastic
processes, Telecommunication traffic, Nonhomogeneous Poisson process, Piecewise linear approximation,
Linear arrival-rate function, Ordinary least squares, Iterative weighted least squares,
Computer simulations, Statistical precision, Traffic model
(Appears also in Section II.)
8. Anisimov, N., K. Kishinski and A. Miloslavski. An approach to design distributed CTI applications
using Petri nets: an example of a call center. SMC’98 Conference Proceedings. 1998 IEEE
International Conference on Systems, Man, and Cybernetics. IEEE, New York, NY, USA, 1998,
238–243.
Abstract. In this paper we apply a formal approach, based on Petri nets, to design a logical
structure for call centers based on sophisticated computer telephony integration applications. A
typical call center consists of a set of operators, called agents, who process inbound calls from
clients. This call processing may involve the use of computer systems and other devices, such as
faxes, as well as communication with other agents. The treatment of each call being processed is
heavily regulated by a script, which is specially designed for specific kinds of calls by the experts
in telemarketing. However, the design of such scripts can be problematic. In this paper, we
stress the need for tools supporting a scripting process. We propose a formal model intended
to serve as a basis for such tools. Specifically, we introduce formal models called script nets
for formal representation of scripts and of the call center as a whole. We have also introduced
various ways to structure script nets, using a transition hierarchy and macroplaces.
Keywords: Distributed computer telephone integration applications, Petri nets, Call center, Inbound
calls, Scripting process, Formal models, Script nets, Formal representation, Transition
hierarchy, Macroplaces
9. Bapat, V. and E.B. Pruitte Jr. Using simulation in call centers. 1998 Winter Simulation Conference.
Proceedings, IEEE, Piscataway, NJ, USA, 1998, 1395–1399.
Abstract. A company’s call center is its most visible strategic weapon. It is a business battlefront
where millions of dollars of products and services are purchased, sold, and traded. It is
also a place where thousands of customers are won and lost in an instant. As leading companies
become more creative in disseminating information and providing value to their customers over
telephone lines, it is only natural that they look to the call center as their beachhead into the
market. With the importance of call centers on the rise and as reengineering activities within
them growing rampant, simulation technology is emerging as the best analysis tool to manage
change within an increasingly complex environment (D. Profozich, 1997). The paper defines the
value of simulation in call center design, planning, and management by examining key weaknesses
and strengths of traditional approaches and industry trends. It also discusses how call
centers can maximize their investment in simulation.
Keywords: Strategic weapon, Business battlefront, Leading companies, Telephone lines, Reengineering
activities, Simulation technology, Analysis tool, Change management, Complex environment,
Call center design, Industry trends, Investment
191