Introduction

In 1999 a new research group is created at the Vrije Universiteit under the name "optimization of business processes". This group does research on the theory and applications of stochastic operations research. Main research axes are queueing theory, Markov decision chains, and their applications in logistics, telecommunication, and call centers. In this research highlight I will focus on the last application area. While doing so I will not only show the crucial role of probability theory in call center management, I will also show connections with other fields of mathematics.