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Performance analysis and optimization of inbound call centers

Author: Raik Stolletz
Publisher: Berlin ; New York : Springer, ©2003.
Series: Lecture notes in economics and mathematical systems, 528.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. Since call arrivals and call-handling times are often random in inbound  Read more...

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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Raik Stolletz
ISBN: 3540008128 9783540008125
OCLC Number: 51799962
Description: x, 219 pages : illustrations ; 24 cm.
Contents: 1. Introduction --
2. Characterization of Inbound Call Centers --
3. Classification of Queuing Models of Inbound Call Centers --
4. Queuing Models of Call Centers with Homogeneous Customers and Homogeneous Agents --
5. Queuing Model of a Call Center with two Classes of Customers and Skill-Based Routing --
6. Conclusions and Suggestions for Further Research --
App. A. Algorithms for Call Center Models with Homogeneous Customers and Agents --
App. B. Appendix for the Queuing Model of a Call Center with two Classes of Customers and Skill-Based Routing.
Series Title: Lecture notes in economics and mathematical systems, 528.
Responsibility: Raik Stolletz.

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