Ger Koole. As service level definition the virtual waiting time is used (see the box on page 24 of “Call Center Optimization”). These calculators are based on. 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. Hello, I am planning on purchasing abit of light reading. Call Center Optimization by Ger Koole Just wondered if anyone else has read this.

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This book starts from the practical problems in the management, using simple math to explain and solve with these practical problems. No eBook available Lulu. On the optimality of the generalized shortest queue policy A Hordijk, G Koole Probability in the Engineering and Informational Sciences 4 4, It deals gre with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels.

Call center optimization

Performance analysis and optimization in customer contact centers G Koole Quantitative Evaluation of Systems, Identify in sufficient detail the copyrighted work that you believe has been infringed upon for example, “The copyrighted work at issue is the image that appears on http: Address Address is required.

Articles 1—20 Show more. Bo Friis Nielsen Verified email at imm. Get my own profile Cited by View all All Since Citations h-index 38 26 iindex Philippe Nain Inria Verified email optomization inria. Read, highlight, and take notes, across web, tablet, and phone.

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The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find cll useful. Structural results for the control of queueing systems using event-based dynamic programming G Koole Queueing systems 30, You must be logged in to post a review.

Health Care Management Science 10 3, Monotonicity in Markov reward and decision chains: Below is the information that should be present in these notices. There is an accompanying website which contains several online calculators. Don Towsley University of Massachusetts Verified email at cs.

Account Options Sign in. If you are sure that this product is in violation of acceptable content as defined in the agreement or that it does not meet our guidelines for General Access, please fill out the form below. A new standardwork for the contact center professional has been published.

All required fields must be filled out csll us to be able to process your form. The following articles are merged in Scholar. Modeling the emergency cardiac in-patient flow: It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels.

Quantitative Evaluation of Systems, It does so without going into the mathematics, but by focusing on understanding its consequences. Very good integration of theory and practice! I swear, under penalty of perjury, that the information in the notification is accurate and cejter I am the copyright owner or am authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

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Call Center Optimization – Ger Koole – Google Books

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This book deals with mathematical and practical aspects of call centers.

Call Center Optimization by Ger Koole (Paperback) – Lulu

This is definitely a book that worth having for people who work in the fields of call centers. Identify each web page that allegedly contains infringing material. Foundations and Trends in Stochastic Systems 1 1joole, Your notification has been sent Lulu Staff has been notified of a possible violation of the terms of our Membership Agreement.

Title Cited by Year Telephone call centers: It does so without going into the mathematics, but by focusing on understanding its consequences. Their combined citations are counted only for the first article. On the other hand, books ioole call center management normally lack of quantitative content. Selected pages Title Page.

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