Call Center Performance Enhancement Using Simulation and Modeling

Call Center Performance Enhancement Using Simulation and Modeling (Paperback)

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 Call Center Performance Enhancement Using Simulation and Modeling
Paperback
Purdue University Press
01/24/2002
180pp
English
8.50" x 11.00"
155753182X
9781557531827
Available

Book Description

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.

About the Author(s):

Jon Anton is with the Department of Consumer Sciences at Purdue University. A researcher in Purdue's Center for Customer-Driven Quality, he specializes in enhancing customer service strategy through inbound call centers and teleweb centers using the latest telecommunications and computer technology.