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Call Center Optimization

2013 Business & Economics
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Release : 2013
Genre : Business & Economics
Kind : eBook
Book Rating : 903/5 ( reviews)

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Book Synopsis Call Center Optimization by : Ger Koole

Download or read book Call Center Optimization written by Ger Koole. This book was released on 2013. Available in PDF, EPUB and Kindle. Book excerpt: This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Performance Analysis and Optimization of Inbound Call Centers

2003-04-17 Business & Economics
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Release : 2003-04-17
Genre : Business & Economics
Kind : eBook
Book Rating : 125/5 ( reviews)

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Book Synopsis Performance Analysis and Optimization of Inbound Call Centers by : Raik Stolletz

Download or read book Performance Analysis and Optimization of Inbound Call Centers written by Raik Stolletz. This book was released on 2003-04-17. Available in PDF, EPUB and Kindle. Book excerpt: The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures.

Performance Analysis and Optimization of Inbound Call Centers

2012-12-06 Business & Economics
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Release : 2012-12-06
Genre : Business & Economics
Kind : eBook
Book Rating : 063/5 ( reviews)

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Book Synopsis Performance Analysis and Optimization of Inbound Call Centers by : Raik Stolletz

Download or read book Performance Analysis and Optimization of Inbound Call Centers written by Raik Stolletz. This book was released on 2012-12-06. Available in PDF, EPUB and Kindle. Book excerpt: The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.

Call Center Staffing

2003 Call centers
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Release : 2003
Genre : Call centers
Kind : eBook
Book Rating : 905/5 ( reviews)

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Book Synopsis Call Center Staffing by : Penny Reynolds

Download or read book Call Center Staffing written by Penny Reynolds. This book was released on 2003. Available in PDF, EPUB and Kindle. Book excerpt:

Contact Center Management on Fast Forward

2019-09-15
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Release : 2019-09-15
Genre :
Kind : eBook
Book Rating : 133/5 ( reviews)

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Book Synopsis Contact Center Management on Fast Forward by : Brad Cleveland

Download or read book Contact Center Management on Fast Forward written by Brad Cleveland. This book was released on 2019-09-15. Available in PDF, EPUB and Kindle. Book excerpt:

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