Analysis of Call Center Data

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Source: University of Pennsylvania

Date: January 2008

Type: White Paper

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Overview: This paper focuses on the issue of efficiency within a call center. A call center is a place where calls are answered by service agents and it can handle a considerable volume of calls at the same time. This service is typically operated with the help of automated voice response systems which screen and forward the calls to the service agents. The central problem in such a service is the concept of queueing.

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