Call Center Optimization
Call Center Optimization by CCmath’s co-founder Ger Koole is a practical introduction to call center workforce management and related topics.
It introduces the subject without going into the mathematical background. Instead, it focuses on understanding the consequences of the math. This way the reader will get a thorough understanding of workload forecasting, the Erlang formulas, simulation, et cetera, and learn how to improve call center performance using it.