Call Center Staffing and Shift Optimization: An Application of Integrated Staffing and Shift Optimization for a Call Center

Call Center Staffing and Shift Optimization: An Application of Integrated Staffing and Shift Optimization for a Call Center


49,00 €
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von Cihangir Ertaban

Beschreibung

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.


Tags: Mathematik, Wahrscheinlichkeitstheorie, Stochastik, Mathematische Statistik


Taschenbuch - 9783847337690
Verlag: LAP Lambert Academic Publishing
Ersterscheinung: April 2012
ISBN-13: 9783847337690
Größe: 220 mm x 150 mm x 5 mm
Gewicht: 136 Gramm
80 Seiten
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