| 書目名稱 | Performance Analysis and Optimization of Inbound Call Centers |
| 編輯 | Raik Stolletz |
| 視頻video | http://file.papertrans.cn/744/743700/743700.mp4 |
| 叢書名稱 | Lecture Notes in Economics and Mathematical Systems |
| 圖書封面 |  |
| 描述 | 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 |
| 出版日期 | Book 2003 |
| 關(guān)鍵詞 | Call Center Management; Performance Analysis; Queueing Models; Service Management; algorithms; calculus; o |
| 版次 | 1 |
| doi | https://doi.org/10.1007/978-3-642-55506-0 |
| isbn_softcover | 978-3-540-00812-5 |
| isbn_ebook | 978-3-642-55506-0Series ISSN 0075-8442 Series E-ISSN 2196-9957 |
| issn_series | 0075-8442 |
| copyright | Springer-Verlag Berlin Heidelberg 2003 |
|Archiver|手機(jī)版|小黑屋|
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