Call center optimization

Call center optimization Ger Koole

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.
€49,00

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Specificaties

ISBN
9789082017908
Uitgever
MG books
Druk
1e
Verschenen
01-01-2013
Taal
Engels
Bladzijden
146 pp.
Bindwijze
Paperback
Genre
Architectuur

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