Call Center Performance Enhancement Using Simulation and Modeling

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Purdue University Press, 1999 - Business & Economics - 134 pages
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"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 (e.g. Bank of America, United Parcel Service)." - Book News, Inc.
 

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Contents

The Emergence of Simulation Tools in the Call Center
1
Outline of This Book
6
The Value of Simulation
7
Discrete Event Simulation
8
Randomness and Variability Key Performance Influencers
9
Simulation
13
Benefits of Simulation
17
Simulations Transition through the Technology Life Cycle
19
Using Simulation as a Financial Analysis Tool
63
Background
64
Performance Measures
66
Evaluating the Call Center Using Simulation
67
7 Dollars and Cents Making the Case for Simulation at the Call Center
81
Do Simulation Tools Address the Problems and Needs Facing Todays Call Center?
82
How Will Simulation Tools Be Used?
84
Vendors and the Simulation Tool Marketplace
85

3 Where Simulation Fits in CallCenter Analysis
23
How the Industry Is Gearing up to Meet the Specific Demands of CallCenter Analysis
25
Why Other Tools Dont Measure Up
27
What Can We Expect from Future Simulation Products and the Industry Itself?
29
4 Tactical and Strategic Uses of Simulation Tools
31
Common Applications for Callcenter Simulation
32
Simulation Framework
34
Callcenter Simulation Examples
37
Summary
50
How Simulation Embraces Future CallCenter Trends
51
CallCenter Redesign Options
54
Technology Infrastructure
56
Emerging Trends
58
Developing the Business Case
95
Conclusions and Recommendations
97
Case Studies
99
SBC Communications
101
Navy Federal Credit Union
105
Communications Data Service Inc
109
IITRI
111
Oracle Corporation
117
Bank of America
121
United Parcel Service
125
Index
129
About the Authors
133
Copyright

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Page 1 - ... for free. This ease of customer access is fast emerging as the critical element of a global customer relationship management (CRM) strategy. In the not too distant future, customers will deal preferentially with those companies that are deemed to be the most accessible. Even CRM can easily be defined in terms of access to information: CRM is the seamless accessibility by internal and external...

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