Call Center Optimization
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.
Specifications
| Best Sellers Rank | 2,804 in Applied Mathematics (Books) |
| Dimensions | 15.6 x 0.86 x 23.39 cm |
| Edition | 1st |
| Isbn 10 | 9082017903 |
| Isbn 13 | 978-9082017908 |
| Item Weight | 1.05 kg |
| Language | English |
| Print Length | 158 pages |
| Publication Date | 4 Jan. 2013 |
| Publisher | MG Books |
Reviews
User
Full of easy Excel formulas
I have used this book more as a reference than reading through it. I love the formulas given in the book that can be written in excel using standard functions and no macros needed!
User
Excellent service from MG books
The book is excellent source for customer service professionalsİ hereby declare my special thanks to MG books for their close support to use in every issue related to our questions
User
Five Stars
This book covers the topic in an easy yet comprehensive way. It's very useful.
User
Great book -- highly recommended.
Great book. Covers a lot of material in a short book. Nice to have a practical guide to the fundamental (but complicated) concepts.
User
Three Stars
Adequate but not as detailed or thoughtful as I was expecting.
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