Mathematical Theory
Queuing theory is a branch of mathematics in which models of queuing systems have been developed. A call centre can be seen as a queuing network. The models can be applied to answer queueing questions for call centres. The most widespread queueing model used is the Erlang C Formula.
Call centre operations have been supported by mathematical models beyond queueing, with operations research, which considers a wide range of optimisation problems.
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Famous quotes containing the words mathematical and/or theory:
“All science requires mathematics. The knowledge of mathematical things is almost innate in us.... This is the easiest of sciences, a fact which is obvious in that no one’s brain rejects it; for laymen and people who are utterly illiterate know how to count and reckon.”
—Roger Bacon (c. 1214–c. 1294)
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—Albert Einstein (1879–1955)