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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Quantitative Evaluation of Systems, Very good integration of theory and practice! This “Cited by” count includes citations to the following articles in Scholar. Queueing models of call centers: Philippe Nain Inria Verified email at inria. Bo Friis Nielsen Verified email at imm.

Don Towsley University of Massachusetts Verified email at cs. New citations to this author.

Call Center Optimization

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This book gives an accessible overview of the role and potential of mathematical optimization in call centers.

Performance analysis and optimization in customer contact centers G Koole Quantitative Evaluation of Systems, Modeling the emergency cardiac in-patient flow: Sworn Statements I have a good faith belief that use optijization the copyrighted materials described above as allegedly infringing is not authorized by the copyright owner, its agent, or the law. This is definitely a book that worth having for people who work in the fields of call centers.


Applied Stochastic Models in Business and Optimiaztion 17 4, It does so without going into the mathematics, but by focusing on understanding its consequences.

Call Center Optimization by Ger Koole – have you read this? | Call Centre Helper

Month January February March April May June July August September October November December Day 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Year Articles Cited by Co-authors. This book explains all of the ‘need to know’ contact center optimization theories in an easy to understand, well structured manner. Foundations and Trends in Stochastic Systems 1 1, There are no reviews for previous versions of this product.

Location of Infringing Material Identify each web page that allegedly contains infringing material. Health Care Management Science 10 3, Health Care Management Science 10 2, Title Cited by Year Telephone call centers: How does this content violate the Lulu Membership Agreement?

Call center optimization

Thank you for notifying us. Benjamin Legros Verified email at centraliens. Get my own profile Cited by View all All Since Citations h-index 38 26 iindex The following articles are merged in Scholar. Moderation of Questionable Content Thank you for your interest in helping us moderate questionable content on Lulu. New articles by this author.


Please verify your birth date to continue. My profile My library Metrics Alerts. The content of the book is written in a very comprehensible way and each chapter is easy to digest.

Most books on the mathematical aspects of call centers optimisation very theoretical, and difficult to understand and difficult to be used in practice. Please note that you will be liable for damages including costs and attorneys’ fees if you materially misrepresent that the material is infringing your copyright.

It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels.

This book starts from the practical problems in the management, using simple math to explain and solve with these practical problems. A new standardwork for the contact center professional has been published.