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.from call centers in order to decide where an incoming taxpayer call should be routed. ... to support a business case for a national roll-out of the Call Router should customer service decide to proceed in that direction. ... During the period of prototype testing, major script changes were being evaluated. For example, changing the routing algorithm from aquot;most available agentsaquot; to aquot;longest available agent.
|Title||:||Call Center Performance Enhancement Using Simulation and Modeling|
|Author||:||Jon Anton, Vivek Bapat, Bill Hall|
|Publisher||:||Purdue University Press - 1999|