Call Center Performance Enhancement Using Simulation and Modeling PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Call Center Performance Enhancement Using Simulation and Modeling PDF full book. Access full book title Call Center Performance Enhancement Using Simulation and Modeling by Jon Anton. Download full books in PDF and EPUB format.
Author: Jon Anton
Publisher: Purdue University Press
ISBN: 9781557531827
Category : Business & Economics
Languages : en
Pages : 148
Get Book
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
Get Book
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: Ebrahimi, Maryam
Publisher: IGI Global
ISBN: 1522532277
Category : Business & Economics
Languages : en
Pages : 246
Get Book
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: Richard Feinberg
Publisher: Purdue University Press
ISBN: 9781557533425
Category : Business & Economics
Languages : en
Pages : 372
Get Book
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 : 1946
Get Book
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: Ger Koole
Publisher: Lulu.com
ISBN: 9082017903
Category : Call centers
Languages : en
Pages : 159
Get Book
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: William B. Rouse
Publisher: John Wiley & Sons
ISBN: 1118058232
Category : Technology & Engineering
Languages : en
Pages : 334
Get Book
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
Get Book
Book Description
Author: National Research Council
Publisher: National Academies Press
ISBN: 0309184088
Category : Technology & Engineering
Languages : en
Pages : 180
Get Book
Book Description
The Panel on Statistical Methods for Testing and Evaluating Defense Systems had a broad mandate-to examine the use of statistics in conjunction with defense testing. This involved examining methods for software testing, reliability test planning and estimation, validation of modeling and simulation, and use of modem techniques for experimental design. Given the breadth of these areas, including the great variety of applications and special issues that arise, making a contribution in each of these areas required that the Panel's work and recommendations be at a relatively general level. However, a variety of more specific research issues were either brought to the Panel's attention by members of the test and acquisition community, e.g., what was referred to as Dubin's challenge (addressed in the Panel's interim report), or were identified by members of the panel. In many of these cases the panel thought that a more in-depth analysis or a more detailed application of suggestions or recommendations made by the Panel would either be useful as input to its deliberations or could be used to help communicate more individual views of members of the Panel to the defense test community. This resulted in several research efforts. Given various criteria, especially immediate relevance to the test and acquisition community, the Panel has decided to make available three technical or background papers, each authored by a Panel member jointly with a colleague. These papers are individual contributions and are not a consensus product of the Panel; however, the Panel has drawn from these papers in preparation of its final report: Statistics, Testing, and Defense Acquisition. The Panel has found each of these papers to be extremely useful and they are strongly recommended to readers of the Panel's final report.
Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470677430
Category : Business & Economics
Languages : en
Pages : 391
Get Book
Book Description
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Author: Murat M. Gunal
Publisher: Springer
ISBN: 3030041379
Category : Technology & Engineering
Languages : en
Pages : 288
Get Book
Book Description
The book shows how simulation’s long history and close ties to industry since the third industrial revolution have led to its growing importance in Industry 4.0. The book emphasises the role of simulation in the new industrial revolution, and its application as a key aspect of making Industry 4.0 a reality – and thus achieving the complete digitisation of manufacturing and business. It presents various perspectives on simulation and demonstrates its applications, from augmented or virtual reality to process engineering, and from quantum computing to intelligent management. Simulation for Industry 4.0 is a guide and milestone for the simulation community, as well as those readers working to achieve the goals of Industry 4.0. The connections between simulation and Industry 4.0 drawn here will be of interest not only to beginners, but also to practitioners and researchers as a point of departure in the subject, and as a guide for new lines of study.
