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Call Center Mathematics

Call Center Mathematics

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Published by mrmutaz

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Published by: mrmutaz on Feb 20, 2010
Copyright:Attribution Non-commercial


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Call Center Mathematics
A scientific method for understanding and improving contact centersGer KooleVersion of January 26, 2007
Ger Koole,2001–2007.Department of Mathematics, Vrije Universiteit Amsterdam, and CCmath consulting and software.Internet:www.math.vu.nl/obp/callcentersandwww.CCmath.com. Contact:
, +31 6 24922626.This e-book can be printed and copied for personal use, as long as it is distributed as a whole,including the cover pages.The latest version can be downloaded from
This book is written for everybody who is dedicated to improving call center performance.It offers a scientific method to understanding and improving call centers. It explains allgeneric aspects of call and contact centers, from the basic Erlang formula to advanced topicssuch as skill-based routing and multi-channel environments. It does this without usingcomplicated mathematical formulae, but by stressing the meaning of the mathematics.Moreover, there is a companion web page where many calculations can be executed. Nextto understanding call center phenomena we show how to use this insight to improve callcenter performance in a systematic way. Keywords are data collection, scenario analysis,and decision support.This book is also a bridge between call center management and those parts of mathe-matics that are useful for call centers. It shows the manager and consultant the benefitsof mathematics, without having to go into the details of it. It also shows the mathemat-ically educated reader an interesting application area of queueing theory and other fieldsof mathematics. As such, this book can also be used as additional material in an appliedcourse for mathematics and industrial engineering students. Basic knowledge of call centersis assumed, although a glossary is added in case of omissions.Ger KooleAmsterdam/Sophia Antipolis, 2001–2005i

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