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.
