Call Center Optimization - Softcover

Koole, Ger

 
9789082017908: Call Center Optimization
Softcover
ISBN 10: 9082017903 ISBN 13: 9789082017908
Publisher: MG Books, 2013

Synopsis

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.

"synopsis" may belong to another edition of this title.

From the Back Cover

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.

"About this title" may belong to another edition of this title.

Publisher
MG Books
Publication date
2013
Language
English
ISBN 10 
9082017903
ISBN 13 
9789082017908
Binding
Paperback
Edition number
1
Number of pages
158