Item description for Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems) by Raik Stolletz...
The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures.
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Est. Packaging Dimensions: Length: 9.21" Width: 6.06" Height: 0.55" Weight: 0.88 lbs.
Release Date Jun 4, 2003
ISBN 3540008128 ISBN13 9783540008125
Availability 81 units. Availability accurate as of Mar 30, 2017 07:07.
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