Call center optimization
Ger Koole
ISBN 10: 9082017903 ISBN 13: 9789082017908
Editorial: MG books, 2013
Nuevos
Encuadernación de tapa blanda
Librería:
Mooney's bookstore, Den Helder, Holanda
Calificación del vendedor: 4 de 5 estrellas
Vendedor de AbeBooks desde 10 de junio de 2024
Este artículo en concreto ya no está disponible.
Descripción
Descripción:
N° de ref. del artículo E-9789082017908-5567-0
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.
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.
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Detalles bibliográficos
Título: Call center optimization
Editorial: MG books
Año de publicación: 2013
Encuadernación: Encuadernación de tapa blanda
Condición: New