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Table Of Contents

Preface
Contents
About this book
1.1 No maths
1.2 Why a web site?
1.3 Feedback
1.4 Overview
1.5 How to use this book
1.6 Acknowledgments
What is Call Center Mathematics?
2.1 The subject of Call Center Mathematics
2.2 Why should a call center manager know about
2.3 Two ways to call center improvement
2.4 What to expect from call center mathematics
3.1 Cost versus service
3.2 Types of management decisions
3.3 Costs and productivity
3.4 Service level metrics
3.5 Interpreting the TSF*
3.6 Service level and abandonments
3.7 A discussion of service level metrics*
The Erlang C formula
4.1 The Erlang formula
4.2 Using the Erlang formula
4.3 Properties of the Erlang formula
4.4 The square-root staffing rule*
4.5 How good is the Erlang formula?*
Forecasting
5.1 Attitudes towards forecasting
5.2 The challenges of forecasting
5.5 Predictable and unpredictable events
5.6 Forecasting in the presence of abandonments and
5.7 Updating forecasts
5.8 Other forecasting methods
6.1 Workforce management
6.2 Objectives of staffing
6.3 The standard staffing method*
6.4 Disadvantages and generalizations*
6.5 Workforce planning
7.1 Variations and the need for overcapacity
7.2 Averages versus distributions
7.3 The need for flexibility
7.4 Multiple channels
7.5 Reducing the impact of variability
7.6 Implications to outsourcing
Extensions to the Erlang C model
8.1 Blocking
8.2 Abandonments
8.3 Redials*
8.4 Overload situations*
Multiple skills
9.1 The possible gains
9.2 Multi-skill basics
9.3 Simulating a two-skill call center
9.4 Skill-based routing
9.5 Staffing
9.6 Workforce planning*
Glossary
Annotated bibliography
Mathematical background
C.1 Implementing the Erlang C formula
C.2 The Erlang X formula and beyond
C.3 Simulation
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Call Center Maths

Call Center Maths

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Published by Ravi Kiran

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Published by: Ravi Kiran on May 31, 2012
Copyright:Attribution Non-commercial

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