The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.The fully loaded hourly cost per FTE was adjusted to reflect the lower cost of hiring and training. 2. The ratio ... In scenario 3, customer service and revenue continued to improve as the experienced agent group received more calls. The resultanbsp;...
|Title||:||Call Center Performance Enhancement Using Simulation and Modeling|
|Author||:||Jon Anton, Vivek Bapat, Bill Hall|
|Publisher||:||Purdue University Press - 1999|