LAP Lambert Academic Publishing
Call Center Staffing and Shift Optimization
Product Code:
9783847337690
ISBN13:
9783847337690
Condition:
New
$53.25
Call Center Staffing and Shift Optimization
$53.25
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.
| Author: Cihangir Ertaban |
| Publisher: LAP Lambert Academic Publishing |
| Publication Date: Apr 28, 2012 |
| Number of Pages: 80 pages |
| Binding: Paperback or Softback |
| ISBN-10: 3847337696 |
| ISBN-13: 9783847337690 |
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