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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

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 presents classical Markov Decision Processes (MDP) for real-life applications and optimization. MDP allows users to develop and formally support appro

Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.