呼叫中心排队模型的研究

现代呼叫中心作为信息化时代资源配置和市场竞争的公共通道具有重大的战略意义和经济价值。文献表明，排队论方法已成为提高呼叫中心管理效益的首选研究工具。从数学和运筹学的角度综述呼叫中心学术研究的最新进展，着重从呼叫中心排队模型的几个主要特征，诸如，顾客的不耐烦，重试和可选择服务等进行梳理，以期对推动该项研究有所裨益。

A study on the queuing models of call center

Modern call center, as a type of resource resetting of information age and public channel of the market competition is of great significance both in strategy and economy. The latest literature shows that queuing theory and its methods has become the firstly chosen research tool to raise the management efficiency for call centre. This paper summarizes the newest developments on scientific research related to call center in view of mathematics and operations research. Several chief characteristics, such as customer impatience, retrial and selective service, are emphasized in this paper so as to promote this research.