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Performance Analysis and Optimization of Inbound Call Centers

af Raik Stolletz

indgår i Lecture Notes in Economics and Mathematical Systems serien

Performance Analysis and Optimization of Inbound Call Centers af Raik Stolletz
Bag om 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. 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.

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  • Sprog:
  • Engelsk
  • ISBN:
  • 9783540008125
  • Indbinding:
  • Paperback
  • Sideantal:
  • 219
  • Udgivet:
  • 17. april 2003
  • Udgave:
  • 12003
  • Størrelse:
  • 234x156x12 mm.
  • Vægt:
  • 750 g.
  • 8-11 hverdage.
  • 13. december 2024
Forlænget returret til d. 31. januar 2025

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Beskrivelse af 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. 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.

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