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Performance Analysis and Optimization of Inbound Call Centers

  • Raik Stolletz

Part of the Lecture Notes in Economics and Mathematical Systems book series (LNE, volume 528)

Table of contents

About this book

Introduction

The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor­ mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.

Keywords

Call Center Management Performance Analysis Queueing Models Service Management algorithms calculus optimization

Authors and affiliations

  • Raik Stolletz
    • 1
  1. 1.Institute of Business Administration and EconomicsTechnical University of ClausthalClausthal-ZellerfeldGermany

Bibliographic information

  • DOI https://doi.org/10.1007/978-3-642-55506-0
  • Copyright Information Springer-Verlag Berlin Heidelberg 2003
  • Publisher Name Springer, Berlin, Heidelberg
  • eBook Packages Springer Book Archive
  • Print ISBN 978-3-540-00812-5
  • Online ISBN 978-3-642-55506-0
  • Series Print ISSN 0075-8442
  • Buy this book on publisher's site
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