Call Center Performance Enhancement Using Simulation and Modeling


Book Description

The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.




Quantitative Models in Decision-Making (UUM Press)


Book Description

This book is a must-have for students, academics, and practitioners looking for simple yet effective solutions to real-world problems. The nine chapters of this book discuss current trends in applied and related quantitative sciences, with an emphasis on techniques and modeling in real-world problems. By employing appropriate quantitative models and interpreting numerical results, this book provides useful information and guidance in understanding real-world problems.




Modeling and Simulation Techniques for Improved Business Processes


Book Description

Companies are constantly faced with the need to grow and advance in order to compete with other corporations. The implementation of computer innovations allows for smoother transitions to adaptive changes through the use and understanding of analytical tools. Modeling and Simulation Techniques for Improved Business Processes is a critical scholarly resource that examines the systems currently implemented in companies and how they can be upgraded and advanced through various computer design methods. Featuring coverage of a broad range of topics including scenario planning, casual modeling, and system dynamics, this publication is targeted toward researchers, professionals, and engineers searching for current research on corporate innovations created through computer design methods.




Cases in Call Center Management


Book Description

Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.




Human Performance Technology: Concepts, Methodologies, Tools, and Applications


Book Description

Business practices are rapidly changing due to technological advances in the workplace. Organizations are challenged to implement new programs for more efficient business while maintaining their standards of excellence and achievement. Human Performance Technology: Concepts, Methodologies, Tools, and Applications is a vital reference source for the latest research findings on real-world applications of digital tools for human performance enhancement across a variety of settings. This publication also examines the utilization of problem-based instructional techniques for challenges and solutions encountered by industry professionals. Highlighting a range of topics such as performance support systems, workplace curricula, and instructional technology, this multi-volume book is ideally designed for business executives and managers, business professionals, human resources managers, academicians, and researchers actively involved in the business industry.




Call Center Optimization


Book Description

This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.




The Economics of Human Systems Integration


Book Description

Fundamental Economic Principles, Methods, and Tools for Addressing Human Systems Integration Issues and Tradeoffs Human Systems Integration (HSI) is a new and fundamental integrating discipline designed to help move business and engineering cultures toward more human-centered systems. Integrating consideration of human abilities, limitations, and preferences into engineering systems yields important cost and performance benefits that otherwise would not have been accomplished. In order for this new discipline to be effective, however, a cultural change—starting with organizational leadership—is often necessary. The Economics of Human Systems Integration explains the difficulties underlying valuation of investments in people's training and education, safety and health, and work productivity. It provides an overview of how the field of economics addresses these difficulties, focusing on human issues associated with design, development, production, operations, maintenance, and sustainment of complex systems. The set of thought leaders recruited as contributors to this volume collectively provides a compelling set of data and principles for assessing the economic value of investing in people, not just in general but in specific investment situations. The early chapters provide the contexts for HSI and investment analysis, illustrating the enormous difference context makes in how issues are best framed and analyzed. A host of practical methods and tools for investment valuation are then presented. Provided are: A variety of real-world applications of economic analysis ranging from military acquisition and automotive investment to healthcare and high-tech investments in general, in both the U.S. and abroad A range of economics-based methods and tools for cost analysis, cost-benefit analysis, and investment analysis, as well as sources of data for performing such analyses Differing perspectives on economic decision-making, including a range of private sector points of view, as well as government and regulatory perspectives In addition, five real-world case studies illustrate how such valuations have been done and their major impacts on investment decisions. HSI professionals, systems engineers, and finance professionals who address investment analysis will appreciate the wide range of methods and real-life applications; senior undergraduates and masters-level graduate students will find this to be an excellent textbook that provides theory and supports practice.




Customer Obsession


Book Description




Simulation for Industry 4.0


Book Description

The book shows how simulation’s long history and close ties to industry since the third industrial revolution have led to its growing importance in Industry 4.0. The book emphasises the role of simulation in the new industrial revolution, and its application as a key aspect of making Industry 4.0 a reality – and thus achieving the complete digitisation of manufacturing and business. It presents various perspectives on simulation and demonstrates its applications, from augmented or virtual reality to process engineering, and from quantum computing to intelligent management. Simulation for Industry 4.0 is a guide and milestone for the simulation community, as well as those readers working to achieve the goals of Industry 4.0. The connections between simulation and Industry 4.0 drawn here will be of interest not only to beginners, but also to practitioners and researchers as a point of departure in the subject, and as a guide for new lines of study.




Book Review Index


Book Description

Vols. 8-10 of the 1965-1984 master cumulation constitute a title index.




Recent Books