This paper helps the person who is dedicated to improving call center performance. It offers a scientific method to understanding and improving call centers. It explains all generic aspects of call and contact centers, from the basic Erlang formula to advanced topics such as skill-based routing and multi-channel environments. It does this without using complicated mathematical formulae, but by stressing the meaning of the mathematics. Moreover, there is a companion web page where many calculations can be executed. Next to understanding call center phenomena the paper shows how to use this insight to improve call center performance in a systematic way.
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