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Kniha Performance Analysis and Optimization of Inbound Call Centers Raik Stolletz

Performance Analysis and Optimization of Inbound Call Centers

Autor: Raik Stolletz
Jazyk: Angličtina
Vazba: Brožovaná
Vydavatel: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Dostupnost: Skladem u dodavatele
Odesíláme za 5-8 dnů
2 417 Kč
The material presented in this book is a result of my work in the field of call center management du...

Informace o knize

Autor
Raik Stolletz
Jazyk
Angličtina
Vazba
Kniha - Brožovaná
Vydáno
2003
Stránek
219
EAN
9783540008125
ISBN
3540008128
Enbook ID
06805167
Vydavatel
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Hmotnost
750
Rozměry
155 x 235 x 14

Kompletní popis

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 thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.

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