| Research into quantitative aspects of call centers is strongly developing during the last years because of the economic importance. This concerns mainly mathematically very complex problems related to the routing of calls and scheduling of staff. However, there are also some fundamental open problems which may be conceived as generalisations of relatively simple exponential queuing models. This research focuses on the development of these queuing models and the implementation in a userfriendly software tool. In addition to a scientific publication the project should result in an education module, to be used at undergraduate (pre-university) level for term papers. |
