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Lulu Sales Rank: 50673
3 People Reviewed This Product
  • By Sihan Ding
    Apr 5, 2013
    This book deals with mathematical and practical aspects of call centers. Most books on the mathematical aspects of call centers are very theoretical, and difficult to understand and difficult to be used in practice. On the other hand, books on call center management normally lack of quantitative content. This book starts from the practical problems in the management, using simple math to explain and solve with these practical problems. The content of the book is written in a very comprehensible way and each chapter is easy to digest. Very good integration of theory and practice! This is definitely a book that worth having for people who work in the fields of call centers.
  • By Richard Odekerken
    Mar 7, 2013
    This is a well-written book which covers about all mathematical aspects of a contact center in a comprehensible way. It is a must read for every serious contact center professional and the book has quickly become a source of inspiration for the developers working on our contact center platform.
  • By wout bakker
    Feb 26, 2013
    A new standardwork for the contact center professional has been published. This book explains all of the 'need to know' contact center optimization theories in an easy to understand, well structured manner. Wout Bakker Contact Center Consultant
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Product Details

First edition
MG books, Amsterdam
January 27, 2013
Perfect-bound Paperback
Interior Ink
Black & white
0.61 lbs.
Dimensions (inches)
6.14 wide x 9.21 tall
Product ID
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