Outline

Call centers represent an important and rapidly developing part of commercial activities. The call centers serve customers by phone, by fax and by Internet.

Call centers differ depending on their objectives and environments. However, investigating the call centers one encounters three problems

• modeling
• optimization
• prediction.

Queuing systems are common tools while modeling call centers.
Methods of stochastic and global optimization are needed for optimization of these systems
Parameters which are needed for modeling and optimization is an objective of the predictions. Predictions involve both the observed data and the expert knowledge.