Call Center Mathematics
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Preface
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Contents
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Koole — Call Center Mathematics
Forecasting 27 Search. . . . . . . . . . . . . . . . . . . . . . . . 27 5.1 Attitudes towards forecasting . Search . . . . . 5.2 The challenges of forecasting . . . History: . . . . . . . . . . . . . . . . . . 27 5.3 The objective . . . . . . Searching... . . . . . . . . . . . . . . . . . . . . . 29 . . . . . . . 5.4 The standard forecasting method 00 .of 00. . . . . . . . . . . . . . . . . . . 29 Result . . . 5.5 Predictable and unpredictable results for. result for . . . . . . . . . . . . . . 31 00 events . . . . . . 5.6 Forecasting in the presence of abandonments and retrials* . . . . . . . . . 32 5.7 Updating forecasts . . . p.. . . . . . . . . . . . . . . . . . . . . . . . . . . 32 . 5.8 Other forecasting methods . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
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Contents
v
C Mathematical background 65 C.1 Implementing the Erlang C formula . . . . . . . . . . . . . . . . . . . . . . 65 C.2 The Erlang X formula and beyond . . . . . . . . . . . . . . . . . . . . . . 66 C.3 Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
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Comments CommentGo Back Readcast Share Download A × book related to call center mathematics regarding planning. Download or Print 40,433 Reads Info and Rating Share Category: Uncategorized. on
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Rating: (12 Ratings) Scribd: Readcast Upload Date: 04/29/2007 Copyright: Attribution Non-commercial Technology Mathematics Center Tags: Call Business-Management Flag document for inapproriate content
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Share Embed Preface Doc Contents Copy About this bookEmbed Doc Link 1.1 No maths Copy Link Add 1.2 Why a web Readcast site? To 1.3 Feedback Collections Collection 1.4 Overview Comments 1.5 How to use CommentGo Back this book Readcast 1.6 Acknowledgments Share Download What is Call Center Mathematics? 2.1 The subject of Call Center Mathematics × 2.2 Why should a call center manager know about 2.3 Two ways to call center improvement 2.4 What to expect from call center mathematics Share 3.1 Cost versus service on 3.2 Types of management decisions Scribd: 3.3 Costs and productivity Readcast 3.4 Service level metrics 3.5 Interpreting the TSF* 3.6 Service level and abandonments 3.7 A discussion of service level metrics* The Erlang C formula 4.1 The Erlang formula 4.2 Using the Erlang formula 4.3 Properties of the Erlang formula 4.4 The square-root staffing rule* Share
4.5 How good is the Erlang formula?* Forecasting 5.1 Attitudes towards forecasting 5.2 The challenges of forecasting 5.3 The objective 5.4 The standard forecasting method 5.5 Predictable and unpredictable events 5.6 Forecasting in the presence of abandonments and 5.7 Updating forecasts 5.8 Other forecasting methods 6.1 Workforce management 6.2 Objectives of staffing 6.3 The standard staffing method* 6.4 Disadvantages and generalizations* 6.5 Workforce planning 7.1 Variations and the need for overcapacity Search 7.2 Averages versus distributions Search History: 7.3 The need for flexibility Searching... 7.4 Multiple channels Result 00 of 00 7.5 Reducing the impact of variability 00 results for result for 7.6 Implications to outsourcing p. Extensions to the Erlang C model
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Koole — Call Center Mathematics
Forecasting 27 Search. . . . . . . . . . . . . . . . . . . . . . . . 27 5.1 Attitudes towards forecasting . Search . . . . . 5.2 The challenges of forecasting . . . History: . . . . . . . . . . . . . . . . . . 27 5.3 The objective . . . . . . Searching... . . . . . . . . . . . . . . . . . . . . . 29 . . . . . . . 5.4 The standard forecasting method 00 .of 00. . . . . . . . . . . . . . . . . . . 29 Result . . . 5.5 Predictable and unpredictable results for. result for . . . . . . . . . . . . . . 31 00 events . . . . . . 5.6 Forecasting in the presence of abandonments and retrials* . . . . . . . . . 32 5.7 Updating forecasts . . . p.. . . . . . . . . . . . . . . . . . . . . . . . . . . 32 . 5.8 Other forecasting methods . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
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Contents
v
C Mathematical background 65 C.1 Implementing the Erlang C formula . . . . . . . . . . . . . . . . . . . . . . 65 C.2 The Erlang X formula and beyond . . . . . . . . . . . . . . . . . . . . . . 66 C.3 Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
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Comments CommentGo Back Readcast Share Download A × book related to call center mathematics regarding planning. Download or Print 40,433 Reads Info and Rating Share Category: Uncategorized. on
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Rating: (12 Ratings) Scribd: Readcast Upload Date: 04/29/2007 Copyright: Attribution Non-commercial Technology Mathematics Center Tags: Call Business-Management Flag document for inapproriate content
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Share Embed Preface Doc Contents Copy About this bookEmbed Doc Link 1.1 No maths Copy Link Add 1.2 Why a web Readcast site? To 1.3 Feedback Collections Collection 1.4 Overview Comments 1.5 How to use CommentGo Back this book Readcast 1.6 Acknowledgments Share Download What is Call Center Mathematics? 2.1 The subject of Call Center Mathematics × 2.2 Why should a call center manager know about 2.3 Two ways to call center improvement 2.4 What to expect from call center mathematics Share 3.1 Cost versus service on 3.2 Types of management decisions Scribd: 3.3 Costs and productivity Readcast 3.4 Service level metrics 3.5 Interpreting the TSF* 3.6 Service level and abandonments 3.7 A discussion of service level metrics* The Erlang C formula 4.1 The Erlang formula 4.2 Using the Erlang formula 4.3 Properties of the Erlang formula 4.4 The square-root staffing rule* Share
4.5 How good is the Erlang formula?* Forecasting 5.1 Attitudes towards forecasting 5.2 The challenges of forecasting 5.3 The objective 5.4 The standard forecasting method 5.5 Predictable and unpredictable events 5.6 Forecasting in the presence of abandonments and 5.7 Updating forecasts 5.8 Other forecasting methods 6.1 Workforce management 6.2 Objectives of staffing 6.3 The standard staffing method* 6.4 Disadvantages and generalizations* 6.5 Workforce planning 7.1 Variations and the need for overcapacity Search 7.2 Averages versus distributions Search History: 7.3 The need for flexibility Searching... 7.4 Multiple channels Result 00 of 00 7.5 Reducing the impact of variability 00 results for result for 7.6 Implications to outsourcing p. Extensions to the Erlang C model
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DownloadBlocking 8.1 8.2 Abandonments Share Embed 8.3 Redials* DocOverload situations* 8.4 Copy Multiple skills Embed Link possible gains Doc 9.1 The Copy Add 9.2 Multi-skill basics Link Readcast To 9.3 Simulating a two-skill call center Collection 9.4 Skill-based Collections routing Comments 9.5 Staffing CommentGo Back Readcast 9.6 Workforce planning* Share Glossary Download Annotated bibliography × Mathematical background C.1 Implementing the Erlang C formula C.2 The Erlang X formula and beyond Share C.3 Simulation on Scribd: More from This User Readcast Related Documents
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