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Performance Analysis and Optimization of Inbound Call Centers /

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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
Table of Contents:
  • Introduction
  • Characterization of Inbound Call Centers
  • Classification of Queueing Models of Inbound Call Centers
  • Queueing Models of Call Centers with Homogeneous Customers and Homogeneous Agents
  • Queueing Model of a Call Center with two Classes of Customers and Skill-based Routing
  • Conclusions and Suggestions for Further Research
  • A Algorithms for Call Center Models with Homogenous Customers and Agents
  • B Appendix for the Queueing Model of a Call Center with two Classes of Customers and Skill-based Routing
  • Glossary of Notation
  • List of Figures
  • List of Tables
  • References.