Abstract:Both large and small firms maintain call centers to establish contact between themselves and their customers. A call center is staffed by Customer Service Representatives (CSRs). In addition to CSRs, a call center needs computers and telecommunication equipment such as an Automatic Call Distributor (ACD). If calls arrive according to a Poisson arrival process and the service times have an exponential distribution, the call center can be modeled as an M/M/s queue where s is the number of CSRs. Typical calculati… Show more
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