Performance Analysis and Optimization of Inbound Call Centers /

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 i...

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Bibliographic Details

Main Author:	Stolletz, Raik
Corporate Author:	SpringerLink (Online service)
Format:	eBook
Language:	English
Published:	Berlin, Heidelberg : Springer Berlin Heidelberg, 2003.
Series:	Lecture notes in economics and mathematical systems ; 528.
Subjects:	Economics. Operations research. Electronic books.
Online Access:	Connect to the full text of this electronic book