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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.

An exploratory content analysis of inbound call center performance

2014 Curaçao
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Release : 2014
Genre : Curaçao
Kind : eBook
Book Rating : /5 ( reviews)

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Book Synopsis An exploratory content analysis of inbound call center performance by : Ruthdianne Martina

Download or read book An exploratory content analysis of inbound call center performance written by Ruthdianne Martina. This book was released on 2014. Available in PDF, EPUB and Kindle. Book excerpt:

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.

Operations Research Proceedings 2003

2012-12-06 Business & Economics
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Release : 2012-12-06
Genre : Business & Economics
Kind : eBook
Book Rating : 226/5 ( reviews)

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Book Synopsis Operations Research Proceedings 2003 by : Dino Ahr

Download or read book Operations Research Proceedings 2003 written by Dino Ahr. This book was released on 2012-12-06. Available in PDF, EPUB and Kindle. Book excerpt: This volume contains a selection of papers referring to lectures presented at the symposium "Operations Research 2003" (OR03) held at the Ruprecht Karls-Universitiit Heidelberg, September 3 - 5, 2003. This international con ference took place under the auspices of the German Operations Research So ciety (GOR) and of Dr. Erwin Teufel, prime minister of Baden-Wurttemberg. The symposium had about 500 participants from countries all over the world. It attracted academians and practitioners working in various field of Opera tions Research and provided them with the most recent advances in Opera tions Research and related areas in Economics, Mathematics, and Computer Science. The program consisted of 4 plenary and 13 semi-plenary talks and more than 300 contributed papers selected by the program committee to be presented in 17 sections. Due to a limited number of pages available for the proceedings volume, the length of each article as well as the total number of accepted contributions had to be restricted. Submitted manuscripts have therefore been reviewed and 62 of them have been selected for publication. This refereeing procedure has been strongly supported by the section chairmen and we would like to express our gratitude to them. Finally, we also would like to thank Dr. Werner Muller from Springer-Verlag for his support in publishing this proceedings volume.

Evolution of Non-Expected Utility Preferences

2008-01-08 Business & Economics
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Release : 2008-01-08
Genre : Business & Economics
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Book Rating : 459/5 ( reviews)

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Book Synopsis Evolution of Non-Expected Utility Preferences by : Sven von Widekind

Download or read book Evolution of Non-Expected Utility Preferences written by Sven von Widekind. This book was released on 2008-01-08. Available in PDF, EPUB and Kindle. Book excerpt: The theory on the evolution of preferences deals with the endogenous formation of preference relations in strategic situations. It is related to the field of evolutionary game theory. In this book we analyze the role and the influence of general, possibly non-expected utility preferences in such an evolutionary setup. In particular, we demonstrate that preferences which diverge from von Neumann-Morgenstern expected utility may potentially prove to be successful under evolutionary pressures.

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