Call Center Performance Enhancement Using Simulation and Modeling

Name: Call Center Performance Enhancement Using Simulation and Modeling
Brand: PURDUE UNIVERSITY PRESS
Price: 122.75 AUD
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By: Jon Anton, Bill Hall, Vivek Bapat

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Paperback | 28 February 2000

At a Glance

Paperback
108 Pages

Dimensions(cm)
27.31 x 20.96 x 1.27

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The management and design of the modern call center isbecoming increasingly complicated due to such technological changes as thegrowth of the Internet, rising customer expectations, and re-engineeringinitiatives, including call routing and staffing strategies. How call center analysts, managers, and consultants react tothese changes determines whether the call center can fill its potential as abusiness's most visible strategic weapon. This book provides managers with anunderstanding of the role, value, and practical deployment of simulation - an excitingtechnology in the planning, management, and analysis of call centers.Simulation allows them to make better decisions and virtually eliminate therisk associated with improper implementation. Useful guidelines enable callcenter analysts, managers, and consultants to make informed decisions in theuse of simulation as a vehicle to responsibly manage change. By examiningcurrent and future trends in the call center and the simulation softwareindustry, and by exploring the synergy that exists between them, the authorspresent the different elements of successful simulation strategies.

Industry Reviews

"A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service)." --Book News, Inc.

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You Can Find This Book In

Non-Fiction Business & Management Sales & Marketing Customer Services Management & Management Techniques Management of Specific Areas Sales & Marketing Management Computing & I.T.Graphical & Digital Media Applications 3D Graphics & Modelling Industry & Industrial Studies Media, Entertainment, Information & Communication Industries

Preface	p. vii
Acknowledgments	p. ix
The Emergence of Simulation Tools in the Call Center	p. 1
Sweeping Changes in Today's Business World	p. 1
Outline of This Book	p. 6
The Value of Simulation	p. 7
Exploring the World of Simulation	p. 7
Discrete Event Simulation	p. 8
Randomness and Variability--Key Performance Influencers	p. 9
Simulation	p. 13
Benefits of Simulation	p. 17
Simulations Transition through the Technology Life Cycle	p. 19
Where Simulation Fits in Call-Center Analysis	p. 23
The Case for Using Simulation in Call-Center Analysis--An Emerging Market	p. 23
How the Industry Is Gearing up to Meet the Specific Demands of Call-Center Analysis	p. 25
Why Other Tools Don't Measure Up	p. 27
What Can We Expect from Future Simulation Products and the Industry Itself?	p. 29
Tactical and Strategic Uses of Simulation Tools	p. 31
Introduction	p. 31
Common Applications for Call-Center Simulation	p. 32
Simulation Framework	p. 34
Call-Center Simulation Examples	p. 37
Summary	p. 50
How Simulation Embraces Future Call-Center Trends	p. 51
Background	p. 51
Call-Center Redesign Options	p. 54
Technology Infrastructure	p. 56
Emerging Trends	p. 58
Using Simulation as a Financial Analysis Tool	p. 63
Introduction	p. 63
Background	p. 64
Performance Measures	p. 66
Evaluating the Call Center Using Simulation	p. 67
Dollars and Cents--Making the Case for Simulation at the Call Center	p. 81
Introduction	p. 81
Do Simulation Tools Address the Problems and Needs Facing Today's Call Center?	p. 82
How Will Simulation Tools Be Used?	p. 84
Vendors and the Simulation Tool Marketplace	p. 85
Developing the Business Case	p. 95
Conclusions and Recommendations	p. 97
Case Studies	p. 99
SBC Communications	p. 101
Navy Federal Credit Union	p. 105
Communications Data Services, Inc.	p. 109
IITRI	p. 111
Oracle Corporation	p. 117
Bank of America	p. 121
United Parcel Service	p. 125
Index	p. 129
About the Authors	p. 133
Table of Contents provided by Syndetics. All Rights Reserved.

Call Center Performance Enhancement Using Simulation and Modeling

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

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