Call-tsentry evolyutsioniruyut stremitel"no. Nesmotrya na stol" shirokiy razmakh otrasli, do sikh por programmnoe obespechenie, kotoroe podderzhivaet i upravlyaet rabotoy bol"shinstva tsentrov obsluzhivaniya vyzovov (TsOV), operiruet lish" prosteyshimi analiticheskimi modelyami, postroennymi na baze pervoy i vtoroy formul Erlanga, sozdannymi 100 let nazad. Bez somneniya, oni sil"no povliyali na razvitie TsOV, no teper" bol"she ne mogut podstroit"sya pod slozhnost" sovremennykh kontakt-tsentrov i sluzhit" adekvatnym otrazheniem protsessov ikh funktsionirovaniya. Dlya tochnogo opisaniya real"no deystvuyushchikh tsentrov i uluchsheniya ikh effektivnosti trebuyutsya bolee detal"nye i glubokie podkhody, a takzhe provedenie issledovaniy po samym razlichnym distsiplinam, nachinaya s matematiki, statistiki, informatsionnykh tekhnologiy, menedzhmenta, i zakanchivaya psikhologiey i sotsiologiey. V predlagaemoy knige osnovnoe vnimanie udeleno rassmotreniyu osobennostey metodov issledovaniya operatsiy primenitel"no k zadacham upravleniya TsOV.