9789082017908-9082017903-Call Center Optimization

Call Center Optimization

ISBN-13: 9789082017908
ISBN-10: 9082017903
Author: Koole, Ger
Publication date: 2013
Publisher: MG books
Format: Paperback 158 pages
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Book details

ISBN-13: 9789082017908
ISBN-10: 9082017903
Author: Koole, Ger
Publication date: 2013
Publisher: MG books
Format: Paperback 158 pages

Summary

Acknowledged authors Koole, Ger wrote Call Center Optimization comprising 158 pages back in 2013. Textbook and eTextbook are published under ISBN 9082017903 and 9789082017908. Since then Call Center Optimization textbook was available to sell back to BooksRun online for the top buyback price or rent at the marketplace.

Description

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.

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