Call center performance enhancement using simulation and modeling:
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
West Lafayette, Ind.
Ichor Business Books
1999
|
| Series: | Customer access managment
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 134 S. |
| ISBN: | 155753182X |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Preface vii
Acknowledgments ix
Chapter 1 The Emergence of Simulation Tools in the Call Center 1
Sweeping Changes in Today s Business World 1
Outline of This Book 6
Chapter 2 The Value of Simulation 7
Exploring the World of Simulation 7
Discrete Event Simulation 8
Randomness and Variability—Key Performance Influencers 9
Simulation 13
Benefits of Simulation 17
Simulations Transition through the Technology Life Cycle 19
Chapter 3 Where Simulation Fits in Call Center Analysis 23
The Case for Using Simulation in Call Center Analysis—An Emerging Market 23
How the Industry Is Gearing up to Meet the Specific Demands of Call Center Analysis 25
Why Other Tools Don t Measure Up 27
What Can We Expect from Future Simulation Products and the Industry Itself? 29
Chapter 4 Tactical and Strategic Uses of Simulation Tools 31
Introduction 31
Common Applications for Call Center Simulation 32
Simulation Framework 34
Call Center Simulation Examples 37
Summary 50
Chapter 5 How Simulation Embraces Future Call Center Trends 51
Background 51
Call Center Redesign Options 54
Technology Infrastructure 56
Emerging Trends 58
V
vi Contents
Chapter 6 Using Simulation as a Financial Analysis Tool 63
Introduction 63
Background 64
Performance Measures 66
Evaluating the Call Center Using Simulation 67
Chapter 7 Dollars and Cents—Making the Case for Simulation at the Call Center 81
Introduction 81
Do Simulation Tools Address the Problems and Needs Facing Today s Call Center? 82
How Will Simulation Tools Be Used? 84
Vendors and the Simulation Tool Marketplace 85
Developing the Business Case 95
Conclusions and Recommendations 97
Case Studies 99
1—SBC Communications 101
2—Navy Federal Credit Union 105
3—Communications Data Services, Inc. 109
4—IITRI 111
5—Oracle Corporation 117
6—Bank of America 121
7—United Parcel Service 125
Index 129
About the Authors 133
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T18:42:49Z |
| institution | BVB |
| isbn | 155753182X |
| language | English |
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| physical | 134 S. |
| publishDate | 1999 |
| publishDateSearch | 1999 |
| publishDateSort | 1999 |
| publisher | Ichor Business Books |
| record_format | marc |
| series2 | Customer access managment |
| spelling | Anton, Jon Verfasser aut Call center performance enhancement using simulation and modeling Jon Anton ; Vivek Bapat ; Bill Hall West Lafayette, Ind. Ichor Business Books 1999 134 S. txt rdacontent n rdamedia nc rdacarrier Customer access managment Call centers Organisation (DE-588)4043774-7 gnd rswk-swf Callcenter (DE-588)4456666-9 gnd rswk-swf Callcenter (DE-588)4456666-9 s Organisation (DE-588)4043774-7 s DE-604 Bapat, Vivek Verfasser aut Hall, Bill Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009045144&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| title | Call center performance enhancement using simulation and modeling |
| title_auth | Call center performance enhancement using simulation and modeling |
| title_exact_search | Call center performance enhancement using simulation and modeling |
| title_full | Call center performance enhancement using simulation and modeling Jon Anton ; Vivek Bapat ; Bill Hall |
| title_fullStr | Call center performance enhancement using simulation and modeling Jon Anton ; Vivek Bapat ; Bill Hall |
| title_full_unstemmed | Call center performance enhancement using simulation and modeling Jon Anton ; Vivek Bapat ; Bill Hall |
| title_short | Call center performance enhancement using simulation and modeling |
| title_sort | call center performance enhancement using simulation and modeling |
| topic | Call centers Organisation (DE-588)4043774-7 gnd Callcenter (DE-588)4456666-9 gnd |
| topic_facet | Call centers Organisation Callcenter |
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