Name: Call Center Staffing and Shift Optimization
SKU: 24559152
Price: 53.73 EUR
Availability: InStock
Author: Cihangir Ertaban
ISBN: 9783847337690

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portada Call Center Staffing and Shift Optimization

Call Center Staffing and Shift Optimization

Type

Physical Book

Publisher

Lap Lambert Academic Publishing

Author

Cihangir Ertaban

Year

2012

Language

English

Pages

Format

Paperback

ISBN

3847337696

ISBN13

9783847337690

Synopsis "Call Center Staffing and Shift Optimization "

Inbound call center problems need decisions in four main areas; the number of incoming calls, necessary number of agents to handle these calls, shift starting times for the operations and the number of agents to be allocated to each shift. Call center models mainly cover these areas seperately. This study approaches to the problem with an integrated Markovian approximation, heuristic supported simulation and optimization model. Incoming demand data is adapted from a private Turkish Bank and an application of the model is conducted. Moreover, probabilistic lunch breaks are introduced to the optimization part of the model. Finally, the model can be used as an easy decision support tool for the call center managers.

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Call Center Staffing and Shift Optimization - Cihangir Ertaban

Synopsis "Call Center Staffing and Shift Optimization "

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