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11 of 15 people found the following review helpful:
4.0 out of 5 stars
Erlang's World is not Enough,
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.
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Call Center Performance Enhancment Using Simulation and Modeling (Customer Access Management) by Jon Anton (Paperback - June 15, 2000)
$53.95
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