Call Center Performance Enhancment Using Simulation and Modeling
The management and design of the modern call center is becoming increasingly complicated due to such technological changes as the growth of the Internet, rising customer expectations, and re-engineering initiatives, including call routing and staffing strategies. How call center analysts, managers, and consultants react to these changes determines whether the call center can fill its potential as a business's most visible strategic weapon. This book provides managers with an understanding of the role, value, and practical deployment of simulation - an exciting technology in the planning, management, and analysis of call centers. Simulation allows them to make better decisions and virtually eliminate the risk associated with improper implementation. Useful guidelines enable call center analysts, managers, and consultants to make informed decisions in the use of simulation as a vehicle to responsibly manage change. By examining current and future trends in the call center and the simulation software industry, and by exploring the synergy that exists between them, the authors present the different elements of successful simulation strategies.
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