"Queueing Models Optimize Call Centers" written by B. Balamurugan is a comprehensive guide for call center professionals and researchers who want to understand the concepts and applications of queueing models in call centers. The book provides an in-depth analysis of how queueing models can be used to optimize the performance of call centers by reducing waiting time, minimizing service time, and controlling abandonment. The book covers both Markovian and non-Markovian queueing models, and explains how these models can be applied to different types of call centers with varying customer behavior, arrival patterns, and service patterns. The author discusses the key concepts of queuing theory, Erlang formulas, Little's law, and stochastic processes that are essential for understanding the performance of call centers. The book also provides practical guidance on staffing, scheduling, routing, and resource allocation decisions, which are critical for managing call center operations. The author explains how simulation can be used to evaluate the performance of different queueing models and to forecast future demand for call center services. In addition to the technical aspects of queueing models, the book also emphasizes the importance of customer satisfaction and experience in call center management. The author highlights the impact of queue discipline, queue length, and system capacity on customer satisfaction, and provides insights into real-time management and decision-making for call centers. Overall, "Queueing Models Optimize Call Centers" is a valuable resource for call center managers, analysts, and researchers who want to improve the performance of call centers and enhance customer experience.
