Erschienen: 17.04.2003 Abbildung von Stolletz | Performance Analysis and Optimization of Inbound Call Centers | X, 219 p. 128 illus. | 2003 | 528


Performance Analysis and Optimization of Inbound Call Centers

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139,09 €

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X, 219 p. 128 illus. 2003. Buch. x, 219 S. 21 s/w-Abbildungen, 21 s/w-Tabelle, Bibliographien. Softcover

Springer. ISBN 978-3-540-00812-5

Format (B x L): 15,5 x 23,5 cm

Gewicht: 750 g

In englischer Sprache


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.


Die 8. Auflage ist wieder auf sechs Bände angelegt. Darin finden sich übersichtlich und in systematischer Gliederung Vertragsmuster aus der Feder erfahrener Experten. Jedem dieser Muster folgen Anmerkungen, mit denen der dem Vertragsentwurf zu Grunde liegende Sachverhalt und die Gründe für die Wahl des spezifischen Formulars erläutert werden.


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