Call Center Optimization - Tapa blanda

Koole, Ger

 
9789082017908: Call Center Optimization
Tapa blanda
ISBN 10: 9082017903 ISBN 13: 9789082017908
Editorial: MG books, 2013

Sinopsis

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.

"Sinopsis" puede pertenecer a otra edición de este libro.

De la contraportada

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.

"Sobre este título" puede pertenecer a otra edición de este libro.

Editorial
MG books
Año de publicación
2013
Idioma
Inglés
ISBN 10 
9082017903
ISBN 13 
9789082017908
Encuadernación
Tapa blanda
Número de páginas
158
Contacto del fabricante
no disponible
Persona responsable
gpsr@libri.de
gpsr@libri.de

Friedensallee 273
Hamburg
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Alemania