Decision support for call center management using simulation

In an era of rapidly growing information and communications, call centers are becoming an integral part for a majority of corporations. Corporations are migrating their customer care operations to the Internet, investing in electronic care, sales automation tools, etc. A significant amount of human and computer systems investment is placed on call center setup. Moreover managing call centers has become a very compiler task, as substantial resources and business impact is at stake. Consequently, it calls for practicing scientific decision-making methodologies and tools for strategic management. This paper discusses how simulation has added value as a decision support tool, during a major Reengineering Initiative at AT&T