Call center optimization

Paperback Engels 2013 1e druk 9789082017908
Verwachte levertijd ongeveer 3 werkdagen

Samenvatting

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.

Specificaties

ISBN13:9789082017908
Taal:Engels
Bindwijze:paperback
Aantal pagina's:146
Uitgever:MG Books
Druk:1
Verschijningsdatum:1-5-2013

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        Call center optimization