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The Quantitative Evaluation of Systems, First International Conference on (QEST'04)
Performance Analysis and Optimization in Customer Contact Centers
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
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@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
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
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