Call Center Optimization

Author : Ger Koole
Publisher : Lulu.com
ISBN 13 : 9082017903
Total Pages : 159 pages
Book Rating : 4.08/5 ( download)

DOWNLOAD NOW!

Download or read book Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. 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. There is an accompanying website which contains several online calculators.

Author : Raik Stolletz
Publisher : Springer Science & Business Media
ISBN 13 : 9783540008125
Total Pages : 236 pages
Book Rating : 4.28/5 ( download)

DOWNLOAD NOW!

Download or read book Performance Analysis and Optimization of Inbound Call Centers written by Raik Stolletz and published by Springer Science & Business Media. This book was released on 2003-04-17 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures.

Author : Raik Stolletz
Publisher : Springer Science & Business Media
ISBN 13 : 3642555063
Total Pages : 229 pages
Book Rating : 4.60/5 ( download)

DOWNLOAD NOW!

Download or read book Performance Analysis and Optimization of Inbound Call Centers written by Raik Stolletz and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Author : Penny Reynolds
Publisher : Call Center School Press
ISBN 13 : 9780974417905
Total Pages : 197 pages
Book Rating : 4.04/5 ( download)

DOWNLOAD NOW!

Download or read book Call Center Staffing written by Penny Reynolds and published by Call Center School Press. This book was released on 2003 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Forte Consultancy Group
Publisher : Forte Consultancy
ISBN 13 :
Total Pages : 4 pages
Book Rating : 4./5 ( download)

DOWNLOAD NOW!

Download or read book Matchmaking to Optimize Call Center Sales Performance written by Forte Consultancy Group and published by Forte Consultancy. This book was released on with total page 4 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most analytical models developed for customer acquisition, retention or growth do not take into account that it is the human that does the marketing, and miss a great opportunity to boost return on investment. Every call center agent and sales representative is different, as is every customer and without a good matchmaking between them; it is not possible to maximize the conversion rates.

Author : Donnie Baje
Publisher :
ISBN 13 : 9781520267463
Total Pages : 46 pages
Book Rating : 4.60/5 ( download)

DOWNLOAD NOW!

Download or read book Call Center Fundamentals: Workforce Management written by Donnie Baje and published by . This book was released on 2015-02-15 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing on non- voice accounts and problem solving techniques to various problems in managing workforce._How to determine your agents per day and per hour?_Is getting 100% service level a good idea?_How can you improve your sales or collections with workforce management?

Author : Brad Cleveland
Publisher : ICMI Inc.
ISBN 13 : 9780965909303
Total Pages : 312 pages
Book Rating : 4.01/5 ( download)

DOWNLOAD NOW!

Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Author : Brad Cleveland
Publisher :
ISBN 13 : 9780985461133
Total Pages : pages
Book Rating : 4.36/5 ( download)

DOWNLOAD NOW!

Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Hui Yang
Publisher : Springer
ISBN 13 : 3030047261
Total Pages : 293 pages
Book Rating : 4.69/5 ( download)

DOWNLOAD NOW!

Download or read book Advances in Service Science written by Hui Yang and published by Springer. This book was released on 2018-12-28 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging technology and applications in fields including healthcare, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users' both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume highlight ways to approach such technical challenges in service science and are based on submissions from the 2018 INFORMS International Conference on Service Science.

Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470677430
Total Pages : 391 pages
Book Rating : 4.38/5 ( download)

DOWNLOAD NOW!

Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.