Ger Koole. As service level definition the virtual waiting time is used (see the box on page 24 of “Call Center Optimization”). These calculators are based on. 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. Hello, I am planning on purchasing abit of light reading. Call Center Optimization by Ger Koole Just wondered if anyone else has read this.
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Performance measures and customer behavior. Age Verification The page you are attempting to access contains content that is not intended for underage readers.
Call center optimization
We were unable to complete your request. An overview of routing and staffing algorithms in multi-skill customer contact centers G Koole, A Pot Manuscript This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so opgimization, and learn how to improve call center performance using it.
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This is definitely a book that worth having for people who work in the fields of call centers. Please verify your birth date to continue. It does so without going into the mathematics, but by focusing on understanding its consequences.
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Email cnter for updates. Get my own profile Cited by View all All Since Citations h-index 38 26 iindex This book gives an accessible overview of the role and potential of mathematical optimization in call centers.
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Call Center Optimization by Ger Koole (Paperback) – Lulu
Annals of Operations Research, Health Care Management Science 10 3, Thank you for your interest in helping us moderate questionable content on Lulu. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels.
This book gives an accessible overview of the role and potential oprimization mathematical optimization in call centers. Bo Friis Nielsen Verified email at imm. Probability in the Engineering and Informational Sciences 6 4, Foundations and Trends in Stochastic Systems 1 1,