Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the p

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

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

This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging t