Performance Analysis and Optimization in Customer Contact Centers

	This Article
	Subscribers, please Login Purchase article: $19 PDF RSS feed
	Share
	Email this Article to a friend
	Bibliographic References
	ASCII Text BibTex RefWorks Procite/RefMan/Endnote
	Add to:
	Digg Furl Spurl Blink Simpy Google Del.icio.us Y!MyWeb
	Search
	Similar Articles Articles by Ger Koole

The Quantitative Evaluation of Systems, First International Conference on (QEST'04)

Enschede, the Netherlands

September 27-September 30

ISBN: 0-7695-2185-1

	ASCII Text	x
	Ger Koole, "Performance Analysis and Optimization in Customer Contact Centers," Quantitative Evaluation of Systems, International Conference on, pp. 2-5, The Quantitative Evaluation of Systems, First International Conference on (QEST'04), 2004.

	BibTex	x
	@article{ 10.1109/QEST.2004.10037, author = {Ger Koole}, title = {Performance Analysis and Optimization in Customer Contact Centers}, journal ={Quantitative Evaluation of Systems, International Conference on}, volume = {0}, year = {2004}, isbn = {0-7695-2185-1}, pages = {2-5}, doi = {http://doi.ieeecomputersociety.org/10.1109/QEST.2004.10037}, publisher = {IEEE Computer Society}, address = {Los Alamitos, CA, USA}, }

	RefWorks Procite/RefMan/Endnote	x
	TY - CONF JO - Quantitative Evaluation of Systems, International Conference on TI - Performance Analysis and Optimization in Customer Contact Centers SN - 0-7695-2185-1 SP2 EP5 A1 - Ger Koole, PY - 2004 KW - null VL - 0 JA - Quantitative Evaluation of Systems, International Conference on ER -

Ger Koole, Vrije Universiteit, The Netherlands

DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/QEST.2004.10037

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.

Citation:

Ger Koole, "Performance Analysis and Optimization in Customer Contact Centers," qest, pp.2-5, The Quantitative Evaluation of Systems, First International Conference on (QEST'04), 2004

Peer Review Notice | Give Us Feedback

Usage of this product signifies your acceptance of the Terms of Use.