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)
“It is not enough for theory to describe and analyse, it must itself be an event in the universe it describes. In order to do this theory must partake of and become the acceleration of this logic. It must tear itself from all referents and take pride only in the future. Theory must operate on time at the cost of a deliberate distortion of present reality.”
—Jean Baudrillard (b. 1929)