"Call Center Optimization" gives a practical introduction to call center workforce management and related topics. It does so without going into the mathematical background, but by focusing on understanding the consequences of the maths. This way the reader will get a thorough understanding of workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it.

This book is primarily meant for call center professionals involved in forecasting, planning and business analytics, but also call center managers and researchers will find it useful.



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