| Document Date: 2003-01-17 11:42:40
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City Atlanta / Haifa / Mayben / Cleveland / Reading / Chicago / / Company M&SOM / AT&T / L.L. Bean / Queueing Systems / / Country Netherlands / United States / Israel / India / Ireland / / / Facility University of Pennsylvania / / IndustryTerm retail banks / simulation tools / help desk services / speech-recognition technology / center technology / telephone services / pure telephone services / public service telephone network / telephone call centers / data mining / telephone key pads / telephone lines / tele-services / web-based merchants / telecommunication equipment / catalogue retailer / workforce management systems / large airline / bank balances / bank accounts / multi-media contact centers / capacity management / airline / response services / call-center applications / example airline / telecommunications / communications systems / call center management / information technology / fax services / telephone call center / Computer-telephone integration / socio-technical systems / telephone and information systems / / Organization Wharton School / National Science Foundation / Wharton Financial Institutions Center / University of Pennsylvania / Philadelphia / Technion / / Person Wallace Hopp / Lee Schwarz / / / Position recent analyst / / ProgrammingLanguage Erlang / / ProvinceOrState North Dakota / Pennsylvania / / Technology speech-recognition technology / Information Technology / center technology / PSTN / automatic call distributor / data mining / simulation / interactive voice response / PBX / / URL http /
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Telephone Call Centers: a Tutorial and Literature Review Noah Gans ∗