Call Center Performance Enhancment Using Simulation and Modeling

by Jon Anton, Vivek Bapat, Bill Hall

The management and design of the modern call center is becoming increasingly complicated due to such technological changes as the growth of the Internet, rising customer expectations, and re-engineering initiatives, including call routing and staffing strategies. How call center analysts, managers, and consultants react to these changes determines whether the call center can fill its potential as a business's most visible strategic weapon. This...

• Format: Paperback
• Language: English
• ISBN: 155753182X
• ISBN13: 9781557531827
• Release Date: June 2000
• Publisher: Purdue University Press
• Length: 108 Pages
• Weight: 0.81 lbs.
• Dimensions: 0.4" x 8.9" x 10.5"