Performance Analysis and Optimization of Inbound Call Centers:
The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, th...
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Berlin, Heidelberg
Springer Berlin Heidelberg
2003
|
| Edition: | 1st ed. 2003 |
| Series: | Lecture Notes in Economics and Mathematical Systems
528 |
| Subjects: | |
| Online Access: | BTU01 Volltext |
| Summary: | The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. 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. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis |
| Physical Description: | 1 Online-Ressource (X, 219 p. 21 illus) |
| ISBN: | 9783642555060 |
| DOI: | 10.1007/978-3-642-55506-0 |
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| spelling | Stolletz, Raik Verfasser aut Performance Analysis and Optimization of Inbound Call Centers by Raik Stolletz 1st ed. 2003 Berlin, Heidelberg Springer Berlin Heidelberg 2003 1 Online-Ressource (X, 219 p. 21 illus) txt rdacontent c rdamedia cr rdacarrier Lecture Notes in Economics and Mathematical Systems 528 The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. 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. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis Operations Research/Decision Theory Operations Management Operations research Decision making Production management Leistungsbewertung (DE-588)4167271-9 gnd rswk-swf Warteschlangentheorie (DE-588)4255044-0 gnd rswk-swf Callcenter (DE-588)4456666-9 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Callcenter (DE-588)4456666-9 s Leistungsbewertung (DE-588)4167271-9 s Warteschlangentheorie (DE-588)4255044-0 s DE-604 Erscheint auch als Druck-Ausgabe 9783540008125 Erscheint auch als Druck-Ausgabe 9783642555077 https://doi.org/10.1007/978-3-642-55506-0 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Stolletz, Raik Performance Analysis and Optimization of Inbound Call Centers Operations Research/Decision Theory Operations Management Operations research Decision making Production management Leistungsbewertung (DE-588)4167271-9 gnd Warteschlangentheorie (DE-588)4255044-0 gnd Callcenter (DE-588)4456666-9 gnd |
| subject_GND | (DE-588)4167271-9 (DE-588)4255044-0 (DE-588)4456666-9 (DE-588)4113937-9 |
| title | Performance Analysis and Optimization of Inbound Call Centers |
| title_auth | Performance Analysis and Optimization of Inbound Call Centers |
| title_exact_search | Performance Analysis and Optimization of Inbound Call Centers |
| title_exact_search_txtP | Performance Analysis and Optimization of Inbound Call Centers |
| title_full | Performance Analysis and Optimization of Inbound Call Centers by Raik Stolletz |
| title_fullStr | Performance Analysis and Optimization of Inbound Call Centers by Raik Stolletz |
| title_full_unstemmed | Performance Analysis and Optimization of Inbound Call Centers by Raik Stolletz |
| title_short | Performance Analysis and Optimization of Inbound Call Centers |
| title_sort | performance analysis and optimization of inbound call centers |
| topic | Operations Research/Decision Theory Operations Management Operations research Decision making Production management Leistungsbewertung (DE-588)4167271-9 gnd Warteschlangentheorie (DE-588)4255044-0 gnd Callcenter (DE-588)4456666-9 gnd |
| topic_facet | Operations Research/Decision Theory Operations Management Operations research Decision making Production management Leistungsbewertung Warteschlangentheorie Callcenter Hochschulschrift |
| url | https://doi.org/10.1007/978-3-642-55506-0 |
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