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Call Center Optimization
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Book Synopsis Call Center Optimization by : Ger Koole
Download or read book Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Performance Analysis and Optimization of Inbound Call Centers by : Raik Stolletz
Download or read book Performance Analysis and Optimization of Inbound Call Centers written by Raik Stolletz and published by Springer Science & Business Media. This book was released on 2003-04-17 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures.
Book Synopsis Performance Analysis and Optimization of Inbound Call Centers by : Raik Stolletz
Download or read book Performance Analysis and Optimization of Inbound Call Centers written by Raik Stolletz and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.
Book Synopsis Contact Center Management on Fast Forward by : Brad Cleveland
Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Call Center Fundamentals: Workforce Management by : Donnie Baje
Download or read book Call Center Fundamentals: Workforce Management written by Donnie Baje and published by . This book was released on 2015-02-15 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing on non- voice accounts and problem solving techniques to various problems in managing workforce._How to determine your agents per day and per hour?_Is getting 100% service level a good idea?_How can you improve your sales or collections with workforce management?
Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Book Synopsis Advances in Service Science by : Hui Yang
Download or read book Advances in Service Science written by Hui Yang and published by Springer. This book was released on 2018-12-28 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging technology and applications in fields including healthcare, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users' both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume highlight ways to approach such technical challenges in service science and are based on submissions from the 2018 INFORMS International Conference on Service Science.
Book Synopsis Call Centers For Dummies by : Real Bergevin
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Matchmaking to Optimize Call Center Sales Performance by : Forte Consultancy Group
Download or read book Matchmaking to Optimize Call Center Sales Performance written by Forte Consultancy Group and published by Forte Consultancy. This book was released on with total page 4 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most analytical models developed for customer acquisition, retention or growth do not take into account that it is the human that does the marketing, and miss a great opportunity to boost return on investment. Every call center agent and sales representative is different, as is every customer and without a good matchmaking between them; it is not possible to maximize the conversion rates.
Book Synopsis Call Center Staffing by : Penny Reynolds
Download or read book Call Center Staffing written by Penny Reynolds and published by Call Center School Press. This book was released on 2003 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Call Center Operation by : Duane Sharp
Download or read book Call Center Operation written by Duane Sharp and published by Elsevier. This book was released on 2003-05-14 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. · Presents key concepts and techniques, including a formal development process, in a real-world context · Provides extensive management guidelines · Stresses the importance of staff selection and training
Book Synopsis VoIP Performance Management and Optimization by : Adeel Ahmed
Download or read book VoIP Performance Management and Optimization written by Adeel Ahmed and published by Cisco Press. This book was released on 2010-07-29 with total page 675 pages. Available in PDF, EPUB and Kindle. Book excerpt: VoIP Performance Management and Optimization A KPI-based approach to managing and optimizing VoIP networks IP Communications Adeel Ahmed, CCIE® No. 4574 Habib Madani Talal Siddiqui, CCIE No. 4280 VoIP Performance Management and Optimization is the first comprehensive, expert guide to managing, monitoring, troubleshooting, and optimizing large VoIP networks. Three leading Cisco VoIP experts bring together state-of-the-art techniques for ensuring that customer service level agreements (SLA) are consistently met or exceeded. The authors begin by reviewing how VoIP is deployed in enterprise and service provider networks and the performance tradeoffs and challenges associated with each leading VoIP deployment model. Next, they present a comprehensive approach to diagnosing problems in VoIP networks using key performance indicators (KPI) and proactively addressing issues before they impact service. In this book, you will find a proven tools-based strategy for gauging VoIP network health and maximizing performance and voice quality. You also will learn how to perform trend analysis and use the results for capacity planning and traffic engineering—thereby optimizing your networks for both the short- and long-term. The authors all work in the Cisco Advanced Services Group. Deploy, manage, monitor, and scale multivendor VoIP networks more effectively Integrate performance data from multiple VoIP network segments and service flows to effectively manage SLAs Use performance counters, call detail records, and call agent trace logs to gauge network health in real time Utilize dashboards to analyze and correlate VoIP metrics, analyze trends, and plan capacity Implement a layered approach to quickly isolate and troubleshoot both localized and systemic problems in VoIP networks Optimize performance in networks where the service provider owns the “last mile” connection Improve performance when VoIP is deployed over publicly shared infrastructure Manage performance in enterprise networks using both centralized and distributed call processing Plan media deployment for the best possible network performance Monitor trends, establish baselines, optimize existing resources, and identify emerging problems Understand and address common voice quality issues This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity. Category: Networking: Unified Communications Covers: Voice over IP Network Management
Book Synopsis Algorithms for Optimization by : Mykel J. Kochenderfer
Download or read book Algorithms for Optimization written by Mykel J. Kochenderfer and published by MIT Press. This book was released on 2019-03-12 with total page 521 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive introduction to optimization with a focus on practical algorithms for the design of engineering systems. This book offers a comprehensive introduction to optimization with a focus on practical algorithms. The book approaches optimization from an engineering perspective, where the objective is to design a system that optimizes a set of metrics subject to constraints. Readers will learn about computational approaches for a range of challenges, including searching high-dimensional spaces, handling problems where there are multiple competing objectives, and accommodating uncertainty in the metrics. Figures, examples, and exercises convey the intuition behind the mathematical approaches. The text provides concrete implementations in the Julia programming language. Topics covered include derivatives and their generalization to multiple dimensions; local descent and first- and second-order methods that inform local descent; stochastic methods, which introduce randomness into the optimization process; linear constrained optimization, when both the objective function and the constraints are linear; surrogate models, probabilistic surrogate models, and using probabilistic surrogate models to guide optimization; optimization under uncertainty; uncertainty propagation; expression optimization; and multidisciplinary design optimization. Appendixes offer an introduction to the Julia language, test functions for evaluating algorithm performance, and mathematical concepts used in the derivation and analysis of the optimization methods discussed in the text. The book can be used by advanced undergraduates and graduate students in mathematics, statistics, computer science, any engineering field, (including electrical engineering and aerospace engineering), and operations research, and as a reference for professionals.
Book Synopsis Optimization for Machine Learning by : Suvrit Sra
Download or read book Optimization for Machine Learning written by Suvrit Sra and published by MIT Press. This book was released on 2012 with total page 509 pages. Available in PDF, EPUB and Kindle. Book excerpt: An up-to-date account of the interplay between optimization and machine learning, accessible to students and researchers in both communities. The interplay between optimization and machine learning is one of the most important developments in modern computational science. Optimization formulations and methods are proving to be vital in designing algorithms to extract essential knowledge from huge volumes of data. Machine learning, however, is not simply a consumer of optimization technology but a rapidly evolving field that is itself generating new optimization ideas. This book captures the state of the art of the interaction between optimization and machine learning in a way that is accessible to researchers in both fields. Optimization approaches have enjoyed prominence in machine learning because of their wide applicability and attractive theoretical properties. The increasing complexity, size, and variety of today's machine learning models call for the reassessment of existing assumptions. This book starts the process of reassessment. It describes the resurgence in novel contexts of established frameworks such as first-order methods, stochastic approximations, convex relaxations, interior-point methods, and proximal methods. It also devotes attention to newer themes such as regularized optimization, robust optimization, gradient and subgradient methods, splitting techniques, and second-order methods. Many of these techniques draw inspiration from other fields, including operations research, theoretical computer science, and subfields of optimization. The book will enrich the ongoing cross-fertilization between the machine learning community and these other fields, and within the broader optimization community.
Book Synopsis 2021 20th International Symposium INFOTEH JAHORINA (INFOTEH) by : IEEE Staff
Download or read book 2021 20th International Symposium INFOTEH JAHORINA (INFOTEH) written by IEEE Staff and published by . This book was released on 2021-03-17 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: INFOTEH gathers the experts, scientists, engineers, researchers and students that deal with information technologies and their application in control, communication, production and electronic systems, power engineering and in other border areas
Book Synopsis Advice from a Call Center Geek by : Thomas Laird
Download or read book Advice from a Call Center Geek written by Thomas Laird and published by . This book was released on 2018-08-21 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.
Book Synopsis Modeling, Analysis and Optimization of Process and Energy Systems by : F. Carl Knopf
Download or read book Modeling, Analysis and Optimization of Process and Energy Systems written by F. Carl Knopf and published by John Wiley & Sons. This book was released on 2011-12-14 with total page 798 pages. Available in PDF, EPUB and Kindle. Book excerpt: Energy costs impact the profitability of virtually all industrial processes. Stressing how plants use power, and how that power is actually generated, this book provides a clear and simple way to understand the energy usage in various processes, as well as methods for optimizing these processes using practical hands-on simulations and a unique approach that details solved problems utilizing actual plant data. Invaluable information offers a complete energy-saving approach essential for both the chemical and mechanical engineering curricula, as well as for practicing engineers.
