Call Center Performance Enhancement Using Simulation and Modeling

The management and design of the modern call center isbecoming increasingly complicated due to such technological changes as thegrowth of the Internet, rising customer expectations, and re-engineeringinitiatives, including call routing and staffing strategies. How call center analysts, managers, and consultants react tothese changes determines whether the call center can fill its potential as abusiness's most visible strategic weapon. This book provides managers with anunderstanding of the role, value, and practical deployment of simulation – an excitingtechnology in the planning, management, and analysis of call centers.Simulation allows them to make better decisions and virtually eliminate therisk associated with improper implementation. Useful guidelines enable callcenter analysts, managers, and consultants to make informed decisions in theuse of simulation as a vehicle to responsibly manage change. By examiningcurrent and future trends in the call center and the simulation softwareindustry, and by exploring the synergy that exists between them, the authorspresent the different elements of successful simulation strategies.