Call Center Performance Enhancment Using Simulation and Modeling (Customer Access Management) [Paperback]

Jon Anton (Author), Vivek Bapat (Author), Bill Hall (Author)

Book Description

Publication Date: June 15, 2000 | Series: Customer Access Management

"A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service)." - Book News, Inc.

Product Details

• Paperback: 180 pages
• Publisher: Purdue University Press (June 15, 2000)
• Language: English
• ISBN-10: 155753182X
• ISBN-13: 978-1557531827
• Product Dimensions: 10.5 x 8.9 x 0.4 inches
• Shipping Weight: 13 ounces (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #1,854,398 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

11 of 15 people found the following review helpful:

4.0 out of 5 stars Erlang's World is not Enough, April 4, 2000

By 

Luiz Franzese (Sao Paulo, Brazil) - See all my reviews

This review is from: Call Center Performance Enhancment Using Simulation and Modeling (Customer Access Management) (Paperback)

This book addresses in a clear way how simulation can be used to callcenters. You need to know more than average math to master examples, but case studies in appendix are good, since are written by users (with real names and companies). I felt lack of CD with an evaluation version of ARENA software and also examples used in the book. If you still think Erlang is enough, don't ready this book.