From the course: Customer Service: How to Manage Your Customer Queues

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You don’t need to know everything about queuing theory

You don’t need to know everything about queuing theory

From the course: Customer Service: How to Manage Your Customer Queues

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You don’t need to know everything about queuing theory

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- Queuing theory is the mathematical study of cues, or waiting lines. It originated many say with the work of Agner Krarup Erlang, who worked for the Copenhagen Telephone Company in Denmark in the early 1900s. Though often behind the scenes, his work has influenced the design of systems and operations and organizations throughout the world. There's a small museum in his honor in Copenhagen, Denmark, in the building where he worked. Okay, I've been there. Before I tell you about my visit, let me share an observation. I found the mere mention of queuing theory can frighten customer service managers. Many do some digging and discover this vast body of research. Try this, on your phone or computer, do a search for queuing theory formulas in your browser. Then click on images. Scroll down that page, and you'll see what I mean. It takes many college semesters to scratch the surface in the study of queuing theory. In fact…

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