We consider the robust design and control of call center systems with flexible interactive voice response (IVR) systems. In a typical call center equipped with an IVR system, customers are handled first by the IVR system, which is a computerized system that often enables customers to self-serve....

Like many others, the St. Louis Veterans Administration Medical Center (VAMC) Pharmacy help desk receives far more calls than can be processed by current staffing levels. The objective of the study is to improve pharmaceutical services provided by the call center, by using queueing theory and...

The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision...