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.
Thank you for notifying us. Age Verification The page you are attempting to access contains content that is not intended for underage readers. Bo Friis Nielsen Verified email at imm. On the other hand, books on call center management normally lack of quantitative content. Their combined citations are counted only for the first article. Annals of Operations Research, I swear, under penalty of perjury, that the information in the notification is accurate and that I am centfr copyright owner or am authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.
Call center optimization
This way the reader oltimization get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. This form does not constitute legal advice and nothing that you read or are provided on this koolee site should be used as a substitute for the advice of competent legal counsel.
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Structural results for the control of queueing systems using event-based dynamic programming G Koole Queueing systems 30, It does so without going into the mathematics, but by focusing on understanding its consequences. Wout Bakker Contact Center Consultant.
Call Center Optimization by Ger Koole (Paperback) – Lulu
It does so without going into the mathematics, For you to have the best experience on Lulu. This is a well-written book which covers about all mathematical aspects of a contact center in a comprehensible way.
Most books on the mathematical aspects of call centers are very theoretical, and difficult to understand and difficult to be used in centrr. Address Address is required. How does this content violate the Lulu Membership Agreement? Philippe Nain Inria Verified email at inria. If you are not the copyright holder or its agent and if the content is clearly infringing the copyright of a well-known work, please select “Infringes a well-known work” from the dropdown menu.
Optimizatiin is an accompanying website which contains several ceter calculators. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful.
It does so without going into the mathematics, but by focusing on understanding its consequences.
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You opimization be logged in to post a review. It is a must read for every serious contact center professional and the book has quickly become a source of inspiration for the developers working on our contact center platform. Below is the information that should be present in these notices.