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Könyv Performance Analysis and Optimization of Inbound Call Centers Raik Stolletz

Performance Analysis and Optimization of Inbound Call Centers

Szerző: Raik Stolletz
Nyelv: Angol
Kötés: Puha kötésű
Kiadó: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Elérhetőség: Beszállítói készleten
Küldés 5-8 napon belül
39 529 Ft
The material presented in this book is a result of my work in the field of call center management du...

Információk a könyvről

Szerző
Raik Stolletz
Nyelv
Angol
Kötés
Könyv - Puha kötésű
Kiadva
2003
oldal
219
EAN
9783540008125
ISBN
3540008128
Enbook ID
06805167
Kiadó
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Súly
750
Méretek
155 x 235 x 14

Teljes leírás

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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