Mendeley出力
＜図書＞
Performance analysis and optimization of inbound call centers
| 責任表示 | Raik Stolletz |
|---|---|
| シリーズ | Lecture notes in economics and mathematical systems ; 528 |
| データ種別 | 図書 |
| 出版情報 | Berlin : Springer , c2003 |
| 本文言語 | 英語 |
| 大きさ | x, 219 p. : ill. ; 24 cm |
| 概要 | The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone servic... numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures. 続きを見る |
所蔵情報
| 状態 | 巻次 | 所蔵場所 | 請求記号 | 刷年 | 文庫名称 | 資料番号 | コメント | 予約・取寄 | 複写申込 | 自動書庫 |
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理系図3F 数理独自 | SER/LNEMS/528 | 2003 |
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023212003002400 |
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書誌詳細
| 一般注記 | "LNEMS 523"--Spain Includes gbbliographical references (p. [213]-219) |
|---|---|
| 著者標目 | *Stolletz, Raik |
| 件 名 | LCSH:Call centers -- Management
全ての件名で検索
LCSH:Call centers -- Mathematical models 全ての件名で検索 |
| 分 類 | LCC:HE8788 DC21:658.8/12 |
| 書誌ID | 1001384932 |
| ISBN | 3540008128 |
| NCID | BA61947046 |
| 巻冊次 | ISBN:3540008128 |
| 登録日 | 2009.11.02 |
| 更新日 | 2009.11.02 |