This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforc

The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures fo

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with prac