Average Reviews:
(More customer reviews)This book addresses in a clear way how simulation can be used to callcenters. You need to know more than average math to master examples, but case studies in appendix are good, since are written by users (with real names and companies). I felt lack of CD with an evaluation version of ARENA software and also examples used in the book. If you still think Erlang is enough, don't ready this book.
Click Here to see more reviews about: Call Center Performance Enhancment Using Simulation and Modeling (Customer Access Management)
"A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service)." - Book News, Inc.
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