Customer Contact Center Links

Avi Mandelbaum's Service Engineering Page at the Technion in Haifa
- Avi Mandelbaum's Research Bibliography on Call Centers, 137 pages, May 2002 (PDF)
- 4callcenters.com web calculators: iProfiler and charisma
Ger Koole's Call Center Page at the Free University in Amsterdam
- Ger Koole's Erlang delay formula calculator
- An Introduction to Queueing Models of Call Centers by Ger Koole and Avi Mandelbaum, 34 pages (PDF, 1717K)
Andrew M. Ross's web page at Lehigh University
- Andrew's 9-1-1 links
The Program on Call Centers in the Financial Institutions Center of the Wharton School at the University of Pennsylvania, Patrick Harker, Noah Gans et al.
Professional organizations
- Call Centre Managers Forum in Australia
- CCA: The professional body for Call and Contact Centres in the UK in Australia
My research papers on call centers