Ebook Call Center Optimization, by Ger Koole
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Call Center Optimization, by Ger Koole
Ebook Call Center Optimization, by Ger Koole
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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.
- Sales Rank: #1790558 in Books
- Published on: 2013-01-27
- Original language: English
- Number of items: 1
- Dimensions: 9.21" h x .34" w x 6.14" l, .51 pounds
- Binding: Paperback
- 158 pages
Most helpful customer reviews
1 of 1 people found the following review helpful.
Full of easy Excel formulas
By neverdims
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!
0 of 0 people found the following review helpful.
Great book -- highly recommended.
By Steve B.
Great book. Covers a lot of material in a short book. Nice to have a practical guide to the fundamental (but complicated) concepts.
0 of 0 people found the following review helpful.
Excellent service from MG books
By Amazon Customer
The book is excellent source for customer service professionals
İ hereby declare my special thanks to MG books for their close support to use in every issue related to our questions
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