In this paper we depart from a set of simple assumptions regarding the behavior of a pool of customers associated with an enterprise’s contact center. We assume that the pool of...
We give a quick overview of some key issues in (quantitative) call center management: building realistic models, developing efficient tools to simulate these models, finding qui...
Telemarketers, direct marketing agencies, collection agencies and others whose primary means of customer contact is via the telephone invest considerable sums of money to make the...
Simulation of dynamic systems possessing unilateral frictional contacts is important to many industrial applications. While rigid body models are often employed, it is well establ...