Ger Koole. As service level definition the virtual waiting time is used (see the box on page 24 of “Call Center Optimization”). These calculators are based on. This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce. Hello, I am planning on purchasing abit of light reading. Call Center Optimization by Ger Koole Just wondered if anyone else has read this.
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We notice you are using a browser version that we do not support. Most books on the mathematical aspects of call centers are very theoretical, and difficult to understand and difficult to be used in practice. Sworn Statements I have a good faith belief that use of the copyrighted materials described above as allegedly infringing is not authorized by the copyright owner, its agent, or the law. Performance analysis and optimization in customer contact centers G Koole Quantitative Evaluation of Systems, It is a must read for every serious contact center professional and the book has quickly become a source of inspiration for the developers working on our contact center platform.
The content of the book is written in a very comprehensible way and each chapter is easy to digest. Please verify your birth date to continue. Age Verification The page you are attempting to access contains content that is not intended for underage readers.
This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. No eBook available Lulu.
Quantitative Evaluation of Systems, How does this content violate the Lulu Membership Agreement? Performance measures and customer behavior.
Verified email at vu. This book starts from the practical problems in the management, using simple math to explain and solve with these practical problems.
Ger Koole – Google Scholar Citations
Moderation of Questionable Content Thank you for your interest in helping us moderate questionable content on Lulu. On the other hand, books on call center management normally lack of quantitative content.
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Call Center Optimization
Health Care Management Science 10 3, By Ger Koole Paperback: Since our community serves a broad range of ages, we do not encourage content that could make a majority of our users uncomfortable. Wout Bakker Contact Center Consultant.
Probability in the Engineering and Informational Sciences 6 4, This notice and any attachments we klole will be forwarded to the alleged infringer, who will then have the opportunity to file a counter notification pursuant to Sections g 2 and 3 of the DMCA.
This book explains all of the ‘need to know’ contact center optimization theories in an easy to understand, well structured manner. It does so without going into the mathematics, but by focusing on understanding its consequences.
Arie Hordijk Leiden University Verified email at xs4all.
Call center optimization
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There is an accompanying website which contains several online calculators.
This book gives an accessible optimizatiln of the role and potential of mathematical optimization in call centers. This “Cited by” count includes citations to the following articles in Scholar. Annals of Operations Research, We were unable to complete your request. The following articles are merged in Scholar. Don Towsley University of Massachusetts Verified email at cs. Benjamin Legros Verified email at centraliens. Lulu Staff has been notified of a possible violation of the terms of our Membership Agreement.
My library Help Advanced Book Search. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels.