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Callcenter – Analyse und Management

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Cover of 'Callcenter – Analyse und Management'

Table of Contents

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    Book Overview
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    Chapter 1 Einleitung
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    Chapter 2 Klassifikation von Callcenter-Systemen
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    Chapter 3 Komponenten eines Inbound-Callcenters
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    Chapter 4 Parameter eines Inbound-Callcenters
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    Chapter 5 Kenngrößen eines Inbound-Callcenters
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    Chapter 6 Analyse des Systemverhaltens
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    Chapter 7 Simulation
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    Chapter 8 Optimierungsstrategien
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    Chapter 9 Zusammenfassung der Ergebnisse
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    Chapter 10 Anhang
Attention for Chapter 6: Analyse des Systemverhaltens
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