Download or read book Call Center Performance Enhancement Using Simulation and Modeling written by Jon Anton and published by Purdue University Press. This book was released on 1999 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.
Download or read book Call Center Simulation Modeling written by Kenneth H.. Wan and published by . This book was released on 2007 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Artificial Intelligence and Simulation written by Tag G. Kim and published by Springer. This book was released on 2005-02-07 with total page 725 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed post-proceedings of the 13th International Conference on AI, Simulation, and Planning in High Autonomy Systems, AIS 2004, held in Jeju Island, Korea in October 2004. The 74 revised full papers presented together with 2 invited keynote papers were carefully reviewed and selected from 170 submissions; after the conference, the papers went through another round of revision. The papers are organized in topical sections on modeling and simulation methodologies, intelligent control, computer and network security, HLA and simulator interoperation, manufacturing, agent-based modeling, DEVS modeling and simulation, parallel and distributed modeling and simulation, mobile computer networks, Web-based simulation and natural systems, modeling and simulation environments, AI and simulation, component-based modeling, watermarking and semantics, graphics, visualization and animation, and business modeling.
Download or read book Simulation with Arena written by W. David Kelton and published by McGraw-Hill Science, Engineering & Mathematics. This book was released on 2004 with total page 668 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first edition of this book was the first text to be written on the Arena software, which is a very popular simulation modeling software. What makes this text the authoritative source on Arena is that it was written by the creators of Arena themselves. The new third edition follows in the tradition of the successful first and second editions in its tutorial style (via a sequence of carefully crafted examples) and an accessible writing style. The updates include thorough coverage of the new version of the Arena software (Arena 7.01), enhanced support for Excel and Access, and updated examples to reflect the new version of software. The CD-ROM that accompanies the book contains the Academic version of the Arena software. The software features new capabilities such as model documentation, enhanced plots, file reading and writing, printing and animation symbols.
Download or read book Simulation Modeling and Arena written by Manuel D. Rossetti and published by John Wiley & Sons. This book was released on 2015-05-26 with total page 746 pages. Available in PDF, EPUB and Kindle. Book excerpt: Emphasizes a hands-on approach to learning statistical analysis and model building through the use of comprehensive examples, problems sets, and software applications With a unique blend of theory and applications, Simulation Modeling and Arena®, Second Edition integrates coverage of statistical analysis and model building to emphasize the importance of both topics in simulation. Featuring introductory coverage on how simulation works and why it matters, the Second Edition expands coverage on static simulation and the applications of spreadsheets to perform simulation. The new edition also introduces the use of the open source statistical package, R, for both performing statistical testing and fitting distributions. In addition, the models are presented in a clear and precise pseudo-code form, which aids in understanding and model communication. Simulation Modeling and Arena, Second Edition also features: Updated coverage of necessary statistical modeling concepts such as confidence interval construction, hypothesis testing, and parameter estimation Additional examples of the simulation clock within discrete event simulation modeling involving the mechanics of time advancement by hand simulation A guide to the Arena Run Controller, which features a debugging scenario New homework problems that cover a wider range of engineering applications in transportation, logistics, healthcare, and computer science A related website with an Instructor’s Solutions Manual, PowerPoint® slides, test bank questions, and data sets for each chapter Simulation Modeling and Arena, Second Edition is an ideal textbook for upper-undergraduate and graduate courses in modeling and simulation within statistics, mathematics, industrial and civil engineering, construction management, business, computer science, and other departments where simulation is practiced. The book is also an excellent reference for professionals interested in mathematical modeling, simulation, and Arena.
Download or read book Simulation Modeling and Analysis with ARENA written by Tayfur Altiok and published by Elsevier. This book was released on 2010-07-26 with total page 462 pages. Available in PDF, EPUB and Kindle. Book excerpt: Simulation Modeling and Analysis with Arena is a highly readable textbook which treats the essentials of the Monte Carlo discrete-event simulation methodology, and does so in the context of a popular Arena simulation environment. It treats simulation modeling as an in-vitro laboratory that facilitates the understanding of complex systems and experimentation with what-if scenarios in order to estimate their performance metrics. The book contains chapters on the simulation modeling methodology and the underpinnings of discrete-event systems, as well as the relevant underlying probability, statistics, stochastic processes, input analysis, model validation and output analysis. All simulation-related concepts are illustrated in numerous Arena examples, encompassing production lines, manufacturing and inventory systems, transportation systems, and computer information systems in networked settings. - Introduces the concept of discrete event Monte Carlo simulation, the most commonly used methodology for modeling and analysis of complex systems - Covers essential workings of the popular animated simulation language, ARENA, including set-up, design parameters, input data, and output analysis, along with a wide variety of sample model applications from production lines to transportation systems - Reviews elements of statistics, probability, and stochastic processes relevant to simulation modeling
Download or read book Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.
Download or read book Systems Modeling and Simulation Theory and Applications written by Doo-Kwon Baik and published by Springer Science & Business Media. This book was released on 2005-01-31 with total page 747 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed post-proceedings of the third Asian Simulation Conference, AsiaSim 2004, held in Jeju Island, Korea in October 2004. The 78 revised full papers presented together with 2 invited keynote papers were carefully reviewed and selected from 178 submissions; after the conference, the papers went through another round of revision. The papers are organized in topical sections on modeling and simulation methodology, manufacturing, aerospace simulation, military simulation, medical simulation, general applications, network simulation and modeling, e-business simulation, numerical simulation, traffic simulation, transportation, virtual reality, engineering applications, and DEVS modeling and simulation.
Download or read book Business Process Modeling Simulation and Design written by Manuel Laguna and published by CRC Press. This book was released on 2018-12-07 with total page 511 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Process Modeling, Simulation and Design, Third Edition provides students with a comprehensive coverage of a range of analytical tools used to model, analyze, understand, and ultimately design business processes. The new edition of this very successful textbook includes a wide range of approaches such as graphical flowcharting tools, cycle time and capacity analyses, queuing models, discrete-event simulation, simulation-optimization, and data mining for process analytics. While most textbooks on business process management either focus on the intricacies of computer simulation or managerial aspects of business processes, this textbook does both. It presents the tools to design business processes and management techniques on operating them efficiently. The book focuses on the use of discrete event simulation as the main tool for analyzing, modeling, and designing effective business processes. The integration of graphic user-friendly simulation software enables a systematic approach to create optimal designs.
Download or read book Recruiting and Retaining Call Center Employees In Action Case Study Series written by Natalie Petouhoff and published by Association for Talent Development. This book was released on 2023-05-26 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.
Download or read book Human in the Loop Simulations written by Ling Rothrock and published by Springer Science & Business Media. This book was released on 2011-09-15 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Human-in-the-Loop Simulations is a compilation of articles from experts in the design, development, and use of human-in-the-loop simulations. The first section of the handbook consists of papers on fundamental concepts in human-in-the-loop simulations, such as object-oriented simulation development, interface design and development, and performance measurement. The second section includes papers from researchers who utilized HITL simulations to inform models of cognitive processes to include decision making and metacognition. The last section describes human-in-the-loop processes for complex simulation models in trade space exploration and epidemiological analyses. Human-in-the-Loop Simulations is a useful tool for multiple audiences, including graduate students and researchers in engineering and computer science.
Download or read book Simulation Modeling Handbook written by Christopher A. Chung and published by CRC Press. This book was released on 2003-07-15 with total page 603 pages. Available in PDF, EPUB and Kindle. Book excerpt: The use of simulation modeling and analysis is becoming increasingly more popular as a technique for improving or investigating process performance. This book is a practical, easy-to-follow reference that offers up-to-date information and step-by-step procedures for conducting simulation studies. It provides sample simulation project support materi
Download or read book Business Process Modeling Simulation and Design Second Edition written by Manuel Laguna and published by CRC Press. This book was released on 2013-04-25 with total page 527 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most textbooks on business process management focus on either the nuts and bolts of computer simulation or the managerial aspects of business processes. Covering both technical and managerial aspects of business process management, Business Process Modeling, Simulation and Design, Second Edition presents the tools to design effective business processes and the management techniques to operate them efficiently. New to the Second Edition Three completely revised chapters that incorporate ExtendSim 8 An introduction to simulation A chapter on business process analytics Developed from the authors’ many years of teaching process design and simulation courses, the text provides students with a thorough understanding of numerous analytical tools that can be used to model, analyze, design, manage, and improve business processes. It covers a wide range of approaches, including discrete event simulation, graphical flowcharting tools, deterministic models for cycle time analysis and capacity decisions, analytical queuing methods, and data mining. Unlike other operations management books, this one emphasizes user-friendly simulation software as well as business processes, rather than only manufacturing processes or general operations management problems. Taking an analytical modeling approach to process design, this book illustrates the power of simulation modeling as a vehicle for analyzing and designing business processes. It teaches how to apply process simulation and discusses the managerial implications of redesigning processes. The ExtendSim software is available online and ancillaries are available for instructors.
Download or read book Business Process Modeling Simulation and Design written by Manuel Laguna, Johan Marklund and published by Pearson Education India. This book was released on 2011 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Process Modeling, Simulation and Design covers the design of business processes from a broad quantitative modeling perspective. The text presents a multitude of analytical tools that can be used to model, analyze, understand and ultimately, to design business processes. The range of topics in this text include graphical flowcharting tools, deterministic models for cycle time analysis and capacity decisions, analytical queuing methods, as well as the use of Data Envelopment Analysis (DEA) for benchmarking purposes. And a major portion of the book is devoted to simulation modeling using a state of the art discrete-event simulation package.
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Download or read book Multiple Criteria Decision Analysis for Industrial Engineering written by Gerald William Evans and published by CRC Press. This book was released on 2016-12-01 with total page 445 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook presents methodologies and applications associated with multiple criteria decision analysis (MCDA), especially for those students with an interest in industrial engineering. With respect to methodology, the book covers (1) problem structuring methods; (2) methods for ranking multi-dimensional deterministic outcomes including multiattribute value theory, the analytic hierarchy process, the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS), and outranking techniques; (3) goal programming,; (4) methods for describing preference structures over single and multi-dimensional probabilistic outcomes (e.g., utility functions); (5) decision trees and influence diagrams; (6) methods for determining input probability distributions for decision trees, influence diagrams, and general simulation models; and (7) the use of simulation modeling for decision analysis. This textbook also offers: · Easy to follow descriptions of how to apply a wide variety of MCDA techniques · Specific examples involving multiple objectives and/or uncertainty/risk of interest to industrial engineers · A section on outranking techniques ; this group of techniques, which is popular in Europe, is very rarely mentioned as a methodology for MCDA in the United States · A chapter on simulation as a useful tool for MCDA, including ranking & selection procedures. Such material is rarely covered in courses in decision analysis · Both material review questions and problems at the end of each chapter . Solutions to the exercises are found in the Solutions Manual which will be provided along with PowerPoint slides for each chapter. The methodologies are demonstrated through the use of applications of interest to industrial engineers, including those involving product mix optimization, supplier selection, distribution center location and transportation planning, resource allocation and scheduling of a medical clinic, staffing of a call center, quality control, project management, production and inventory control,and so on. Specifically, industrial engineering problems are structured as classical problems in multiple criteria decision analysis, and the relevant methodologies are demonstrated.
Download or read book Innovation Through Information Systems written by Frederik Ahlemann and published by Springer Nature. This book was released on 2021-10-28 with total page 704 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents the current state of research in information systems and digital transformation. Due to the global trend of digitalization and the impact of the Covid 19 pandemic, the need for innovative, high-quality research on information systems is higher than ever. In this context, the book covers a wide range of topics, such as digital innovation, business analytics, artificial intelligence, and IT strategy, which affect companies, individuals, and societies. This volume gathers the revised and peer-reviewed papers on the topic "Management" presented at the International Conference on Information Systems, held at the University of Duisburg-Essen in 2021.
