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Call Center Optimization Paperback English by Ger Koole - 27 January 2013

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PublisherMg Books
ISBN 139789082017908
ISBN 109082017903
Book DescriptionThis 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.
LanguageEnglish
AuthorGer Koole
Publication Date27 January 2013
Number of Pages158

Call Center Optimization Paperback English by Ger Koole - 27 January 2013

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