Call Center Performance Enhancement Using Simulation and Modeling

Hall, Bill, Bapat, Vivek, Anton, Jon

ISBN 10: 155753182X / ISBN 13: 9781557531827

Verlag: Purdue University Press, 1999

Ships from the UK. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Bestandsnummer des Verkäufers 18698076-6

Inhaltsangabe:

The management and design of the modern call center isbecoming increasingly complicated due to such technological changes as thegrowth of the Internet, rising customer expectations, and re-engineeringinitiatives, including call routing and staffing strategies. How call center analysts, managers, and consultants react tothese changes determines whether the call center can fill its potential as abusiness's most visible strategic weapon. This book provides managers with anunderstanding of the role, value, and practical deployment of simulation – an excitingtechnology in the planning, management, and analysis of call centers.Simulation allows them to make better decisions and virtually eliminate therisk associated with improper implementation. Useful guidelines enable callcenter analysts, managers, and consultants to make informed decisions in theuse of simulation as a vehicle to responsibly manage change. By examiningcurrent and future trends in the call center and the simulation softwareindustry, and by exploring the synergy that exists between them, the authorspresent the different elements of successful simulation strategies.

Críticas: "A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service)." -- (08/29/2018)

Bibliografische Details

Titel: Call Center Performance Enhancement Using ...
Verlag: Purdue University Press
Erscheinungsdatum: 1999
Einband: Softcover
Zustand: Good
Auflage: 1st Edition.