Performance Analysis and Optimization of Inbound Call Centers - Lecture Notes in Economics and Mathematical Systems - Raik Stolletz - Books - Springer-Verlag Berlin and Heidelberg Gm - 9783540008125 - April 17, 2003
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Raik Stolletz
Performance Analysis and Optimization of Inbound Call Centers - Lecture Notes in Economics and Mathematical Systems Softcover reprint of the original 1st ed. 2003 edition

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The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models.

219 pages, 21 black & white illustrations, 21 black & white tables

Media Books     Paperback Book   (Book with soft cover and glued back)
Released April 17, 2003
ISBN13 9783540008125
Publishers Springer-Verlag Berlin and Heidelberg Gm
Pages 219
Dimensions 155 × 235 × 12 mm   ·   335 g
Language English  

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