This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforc
Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the p
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 prac
The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers