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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

The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures fo

The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance

The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing