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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.
This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforc
The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures fo
As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best
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
This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with prac