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Author : Penny Reynolds
Publisher : Call Center School Press
ISBN 13 : 9780974417905
Total Pages : 197 pages
Book Rating : 4.04/5 ( download)
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 : Ger Koole
Publisher : Lulu.com
ISBN 13 : 9082017903
Total Pages : 159 pages
Book Rating : 4.08/5 ( download)
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 : Gerry Barber
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780965909365
Total Pages : 103 pages
Book Rating : 4.60/5 ( download)
Download or read book Call Center Forecasting and Scheduling written by Gerry Barber and published by ICMI Press (International Customer Management Institute). This book was released on 2000 with total page 103 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon
Author : Brad Cleveland
Publisher : ICMI Inc.
ISBN 13 : 9780965909303
Total Pages : 312 pages
Book Rating : 4.01/5 ( download)
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 : Jon Anton
Publisher : Purdue University Press
ISBN 13 : 9781557531827
Total Pages : 148 pages
Book Rating : 4.2X/5 ( download)
Download or read book Call Center Performance Enhancement Using Simulation and Modeling written by Jon Anton and published by Purdue University Press. This book was released on 1999 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.
Author : Duane Sharp
Publisher : Digital Press
ISBN 13 : 9781555582777
Total Pages : 322 pages
Book Rating : 4.7X/5 ( download)
Download or read book Call Center Operation written by Duane Sharp and published by Digital Press. This book was released on 2003-04-14 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780970950758
Total Pages : 474 pages
Book Rating : 4.56/5 ( download)
Download or read book Call Center Operations Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004 with total page 474 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.
Author : Madeline Bodin
Publisher : CRC Press
ISBN 13 : 1578200954
Total Pages : 234 pages
Book Rating : 4.55/5 ( download)
Download or read book The Call Center Dictionary written by Madeline Bodin and published by CRC Press. This book was released on 2002-01-03 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,
Author : Richard J. Boucherie
Publisher : Springer
ISBN 13 : 3319477668
Total Pages : 552 pages
Book Rating : 4.64/5 ( download)
Download or read book Markov Decision Processes in Practice written by Richard J. Boucherie and published by Springer. This book was released on 2017-03-10 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents classical Markov Decision Processes (MDP) for real-life applications and optimization. MDP allows users to develop and formally support approximate and simple decision rules, and this book showcases state-of-the-art applications in which MDP was key to the solution approach. The book is divided into six parts. Part 1 is devoted to the state-of-the-art theoretical foundation of MDP, including approximate methods such as policy improvement, successive approximation and infinite state spaces as well as an instructive chapter on Approximate Dynamic Programming. It then continues with five parts of specific and non-exhaustive application areas. Part 2 covers MDP healthcare applications, which includes different screening procedures, appointment scheduling, ambulance scheduling and blood management. Part 3 explores MDP modeling within transportation. This ranges from public to private transportation, from airports and traffic lights to car parking or charging your electric car . Part 4 contains three chapters that illustrates the structure of approximate policies for production or manufacturing structures. In Part 5, communications is highlighted as an important application area for MDP. It includes Gittins indices, down-to-earth call centers and wireless sensor networks. Finally Part 6 is dedicated to financial modeling, offering an instructive review to account for financial portfolios and derivatives under proportional transactional costs. The MDP applications in this book illustrate a variety of both standard and non-standard aspects of MDP modeling and its practical use. This book should appeal to readers for practitioning, academic research and educational purposes, with a background in, among others, operations research, mathematics, computer science, and industrial engineering.
Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 9780470678404
Total Pages : 384 pages
Book Rating : 4.02/5 ( download)
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-05-11 with total page 384 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.
