Verwandte Artikel zu Call Center Staffing and Shift Optimization: An Application...

Call Center Staffing and Shift Optimization: An Application of Integrated Staffing and Shift Optimization for a Call Center - Softcover

Ertaban, Cihangir

 
9783847337690: Call Center Staffing and Shift Optimization: An Application of Integrated Staffing and Shift Optimization for a Call Center
Softcover
ISBN 10: 3847337696 ISBN 13: 9783847337690
Verlag: LAP LAMBERT Academic Publishing, 2012

Inhaltsangabe

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.

Die Inhaltsangabe kann sich auf eine andere Ausgabe dieses Titels beziehen.

Über die Autorin bzw. den Autor

Cihangir Ertaban was born in Bursa, Turkey and lives now in İstanbul. He earned his B.S. degree in İstanbul Technical University, Management Engineering and M.S. degree in Boğaziçi University, Industrial Engineering. He lost her mother, for whom he lived for and dedicates this book for, at the summer of 2011.

„Über diesen Titel“ kann sich auf eine andere Ausgabe dieses Titels beziehen.

Verlag
LAP LAMBERT Academic Publishing
Erscheinungsdatum
2012
Sprache
Englisch
ISBN 10 
3847337696
ISBN 13 
9783847337690
Einband
Taschenbuch
Anzahl der Seiten
80
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Verlag Unser Wissen
customerservice@vdm-vsg.de

Brivibas gatve 197
Riga
1039
Lettland