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Performance analysis and optimization in customer contact centers

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1 Author(s)
Koole, G. ; Dept. of Math., Vrije Univ., Amsterdam, Netherlands

We discuss performance models for telephone call center, or more generally, customer contact centers. These performance models are used for workforce planning. We discuss current practice, and discuss its weak points. Finally we discuss ways to plan better and put this also in the context of contact centers with multiple skills and communication channels.

Published in:

Quantitative Evaluation of Systems, 2004. QEST 2004. Proceedings. First International Conference on the

Date of Conference:

27-30 Sept. 2004