Call Center Performance Enhancement Using Simulation and Modeling PDF Download
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Author: Jon Anton
Publisher: Purdue University Press
ISBN: 9781557531827
Category : Business & Economics
Languages : en
Pages : 148
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Book Description
The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.
Author: Jon Anton
Publisher: Purdue University Press
ISBN: 9781557531827
Category : Business & Economics
Languages : en
Pages : 148
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Book Description
The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.
Author: Richard Feinberg
Publisher: Purdue University Press
ISBN: 9781557533425
Category : Business & Economics
Languages : en
Pages : 372
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Book Description
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
Author: Management Association, Information Resources
Publisher: IGI Global
ISBN: 1522583572
Category : Business & Economics
Languages : en
Pages : 1986
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Book Description
Business practices are rapidly changing due to technological advances in the workplace. Organizations are challenged to implement new programs for more efficient business while maintaining their standards of excellence and achievement. Human Performance Technology: Concepts, Methodologies, Tools, and Applications is a vital reference source for the latest research findings on real-world applications of digital tools for human performance enhancement across a variety of settings. This publication also examines the utilization of problem-based instructional techniques for challenges and solutions encountered by industry professionals. Highlighting a range of topics such as performance support systems, workplace curricula, and instructional technology, this multi-volume book is ideally designed for business executives and managers, business professionals, human resources managers, academicians, and researchers actively involved in the business industry.
Author: Nazrina Aziz
Publisher: UUM Press
ISBN: 6297582866
Category : Science
Languages : en
Pages : 199
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Book Description
This book is a must-have for students, academics, and practitioners looking for simple yet effective solutions to real-world problems. The nine chapters of this book discuss current trends in applied and related quantitative sciences, with an emphasis on techniques and modeling in real-world problems. By employing appropriate quantitative models and interpreting numerical results, this book provides useful information and guidance in understanding real-world problems.
Author: Ger Koole
Publisher: Lulu.com
ISBN: 9082017903
Category : Business & Economics
Languages : en
Pages : 159
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Book Description
This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.
Author: Ebrahimi, Maryam
Publisher: IGI Global
ISBN: 1522532277
Category : Business & Economics
Languages : en
Pages : 265
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Book Description
Companies are constantly faced with the need to grow and advance in order to compete with other corporations. The implementation of computer innovations allows for smoother transitions to adaptive changes through the use and understanding of analytical tools. Modeling and Simulation Techniques for Improved Business Processes is a critical scholarly resource that examines the systems currently implemented in companies and how they can be upgraded and advanced through various computer design methods. Featuring coverage of a broad range of topics including scenario planning, casual modeling, and system dynamics, this publication is targeted toward researchers, professionals, and engineers searching for current research on corporate innovations created through computer design methods.
Author: William B. Rouse
Publisher: John Wiley & Sons
ISBN: 1118058232
Category : Technology & Engineering
Languages : en
Pages : 334
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Book Description
Fundamental Economic Principles, Methods, and Tools for Addressing Human Systems Integration Issues and Tradeoffs Human Systems Integration (HSI) is a new and fundamental integrating discipline designed to help move business and engineering cultures toward more human-centered systems. Integrating consideration of human abilities, limitations, and preferences into engineering systems yields important cost and performance benefits that otherwise would not have been accomplished. In order for this new discipline to be effective, however, a cultural change—starting with organizational leadership—is often necessary. The Economics of Human Systems Integration explains the difficulties underlying valuation of investments in people's training and education, safety and health, and work productivity. It provides an overview of how the field of economics addresses these difficulties, focusing on human issues associated with design, development, production, operations, maintenance, and sustainment of complex systems. The set of thought leaders recruited as contributors to this volume collectively provides a compelling set of data and principles for assessing the economic value of investing in people, not just in general but in specific investment situations. The early chapters provide the contexts for HSI and investment analysis, illustrating the enormous difference context makes in how issues are best framed and analyzed. A host of practical methods and tools for investment valuation are then presented. Provided are: A variety of real-world applications of economic analysis ranging from military acquisition and automotive investment to healthcare and high-tech investments in general, in both the U.S. and abroad A range of economics-based methods and tools for cost analysis, cost-benefit analysis, and investment analysis, as well as sources of data for performing such analyses Differing perspectives on economic decision-making, including a range of private sector points of view, as well as government and regulatory perspectives In addition, five real-world case studies illustrate how such valuations have been done and their major impacts on investment decisions. HSI professionals, systems engineers, and finance professionals who address investment analysis will appreciate the wide range of methods and real-life applications; senior undergraduates and masters-level graduate students will find this to be an excellent textbook that provides theory and supports practice.
Author: Ad Nederlof
Publisher:
ISBN: 9780971965201
Category : Business & Economics
Languages : en
Pages : 276
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Book Description
Author: Giancarlo Fortino
Publisher: John Wiley & Sons
ISBN: 1119863635
Category : Computers
Languages : en
Pages : 532
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Book Description
Handbook of Human-Machine Systems Insightful and cutting-edge discussions of recent developments in human-machine systems In Handbook of Human-Machine Systems, a team of distinguished researchers delivers a comprehensive exploration of human-machine systems (HMS) research and development from a variety of illuminating perspectives. The book offers a big picture look at state-of-the-art research and technology in the area of HMS. Contributing authors cover Brain-Machine Interfaces and Systems, including assistive technologies like devices used to improve locomotion. They also discuss advances in the scientific and engineering foundations of Collaborative Intelligent Systems and Applications. Companion technology, which combines trans-disciplinary research in fields like computer science, AI, and cognitive science, is explored alongside the applications of human cognition in intelligent and artificially intelligent system designs, human factors engineering, and various aspects of interactive and wearable computers and systems. The book also includes: A thorough introduction to human-machine systems via the use of emblematic use cases, as well as discussions of potential future research challenges Comprehensive explorations of hybrid technologies, which focus on transversal aspects of human-machine systems Practical discussions of human-machine cooperation principles and methods for the design and evaluation of a brain-computer interface Perfect for academic and technical researchers with an interest in HMS, Handbook of Human-Machine Systems will also earn a place in the libraries of technical professionals practicing in areas including computer science, artificial intelligence, cognitive science, engineering, psychology, and neurobiology.
Author: Andrew Greasley
Publisher: Walter de Gruyter GmbH & Co KG
ISBN: 1547400714
Category : Business & Economics
Languages : en
Pages : 405
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Book Description
This book outlines the benefits and limitations of simulation, what is involved in setting up a simulation capability in an organization, the steps involved in developing a simulation model and how to ensure that model results are implemented. In addition, detailed example applications are provided to show where the tool is useful and what it can offer the decision maker. In Simulating Business Processes for Descriptive, Predictive, and Prescriptive Analytics, Andrew Greasley provides an in-depth discussion of Business process simulation and how it can enable business analytics How business process simulation can provide speed, cost, dependability, quality, and flexibility metrics Industrial case studies including improving service delivery while ensuring an efficient use of staff in public sector organizations such as the police service, testing the capacity of planned production facilities in manufacturing, and ensuring on-time delivery in logistics systems State-of-the-art developments in business process simulation regarding the generation of simulation analytics using process mining and modeling people’s behavior Managers and decision makers will learn how simulation provides a faster, cheaper and less risky way of observing the future performance of a real-world system. The book will also benefit personnel already involved in simulation development by providing a business perspective on managing the process of simulation, ensuring simulation results are implemented, and that performance is improved.
