Call Center Performance Enhancement Using Simulation and Modeling (Customer Access Management)
Author: Jon Anton, Bapat Vivek, Bill Hall, Vivek Bapat
List Price: $49.95
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ISBN: 155753182X
Publisher: Purdue University Press (February, 2000)
Sales Rank: 168,599
Average Customer Rating: 4 out of 5
Customer Reviews
Rating: 4 out of 5
Erlang's World is not Enough
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. Similar Products
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