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Performance Analysis and Optimization of Inbound Call Centers
Raik Stolletz
€ 129.68
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Description for Performance Analysis and Optimization of Inbound Call Centers
Paperback. Series: Lecture Notes in Economics and Mathematical Systems. Num Pages: 229 pages, 21 black & white illustrations, 21 black & white tables, biography. BIC Classification: KJS; KNT. Category: (P) Professional & Vocational; (UP) Postgraduate, Research & Scholarly; (UU) Undergraduate. Dimension: 234 x 156 x 12. Weight in Grams: 337.
The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD ... Read more
The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD ... Read more
Product Details
Format
Paperback
Publication date
2003
Publisher
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Germany
Number of pages
229
Condition
New
Series
Lecture Notes in Economics and Mathematical Systems
Number of Pages
219
Place of Publication
Berlin, Germany
ISBN
9783540008125
SKU
V9783540008125
Shipping Time
Usually ships in 15 to 20 working days
Ref
99-15
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