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.
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Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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partitioned waiting rooms, shared cost services, call center configurations, customer selection policy, reneging customers, additional generalists, waiting time limit, distributed processing times, economically optimal allocation, limited queue lengths, staffed agents, identical processing times, smaller processing times, limited system size, condition for this transition, small call center, mean processing times, customer reneges, inbound call centers, generalists increases, large call center, unlimited waiting room, homogeneous customers, shared waiting rooms, technical performance measures Key Phrases - Capitalized Phrases (CAPs): (learn more)
Deutsche Telekom, Skill Skill, Iterations Comp, Description of the State Space, Impact of Customer Impatience New!
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Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
partitioned waiting rooms, shared cost services, call center configurations, customer selection policy, reneging customers, additional generalists, waiting time limit, distributed processing times, economically optimal allocation, limited queue lengths, staffed agents, identical processing times, smaller processing times, limited system size, condition for this transition, small call center, mean processing times, customer reneges, inbound call centers, generalists increases, large call center, unlimited waiting room, homogeneous customers, shared waiting rooms, technical performance measures Key Phrases - Capitalized Phrases (CAPs): (learn more)
Deutsche Telekom, Skill Skill, Iterations Comp, Description of the State Space, Impact of Customer Impatience New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Citations (learn more)
This book cites 44
books:
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33
books
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- A Theory of Supply Chains (Lecture Notes in Economics and Mathematical Systems) by Carlos F. Daganzo in Back Matter
- Information Dissemination in Currency Crises (Lecture Notes in Economics and Mathematical Systems) by Christina Evelies Metz in Back Matter
- Cooperative Decision Making in Common Pool Situations (Lecture Notes in Economics and Mathematical Systems) by Holger I. Meinhardt in Back Matter
- The Core of Economies with Asymmetric Information (Lecture Notes in Economics and Mathematical Systems) by Ulrich Schwalbe in Back Matter
- Encyclopedia of Operations Research and Management Science Second Edition by Saul I. Gass in Back Matter
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- Analysis, Controllability and Optimization of Time-Discrete Systems and Dynamical Games (Lecture Notes in Economics and Mathematical Systems) by Werner Krabs in Back Matter
- The Econometrics of Sequential Trade Models: Theory and Applications Using High Frequency Data (Lecture Notes in Economics and Mathematical Systems) by Stefan Kokot in Back Matter
- Model Reduction Methods for Vector Autoregressive Processes (Lecture Notes in Economics and Mathematical Systems) by Ralf Brüggemann in Back Matter
- Operations Research Proceedings 2003: Selected Papers of the International Conference on Operations Research (OR 2003) (English and German Edition) by Dino Ahr on page 16
- Stochastic Implied Volatility: A Factor-Based Model (Lecture Notes in Economics and Mathematical Systems) by Reinhold Hafner in Back Matter
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