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)
“By the “mud-sill” theory it is assumed that labor and education are incompatible; and any practical combination of them impossible. According to that theory, a blind horse upon a tread-mill, is a perfect illustration of what a laborer should be—all the better for being blind, that he could not tread out of place, or kick understandingly.... Free labor insists on universal education.”
—Abraham Lincoln (1809–1865)