[PDF.27uo] Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems)

Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems)

[PDF.qt39] Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems)

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 | #3392577 in Books |  Springer |  2013-10-04 | Original language:English | PDF # 1 |  9.25 x.54 x6.10l,.74 | File type: PDF | 219 pages

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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 ...

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