Call Center Performance Enhancment Using Simulation and Modeling

ISBN-13: 9781557531827 / Angielski / Miękka / 2000 / 108 str.

Jon Anton; Bill Hall; Vivek Bapat

Opis

A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service). - Book News, Inc.