Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centre

"The Real-Time Contact Center" is a practical guide to building a service infrastructure that will simultaneously exceed customers' expectations and build reven

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