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Tables of Contents for Call Center Performance Enhancement Using Simulation and Modeling
Chapter/Section Title
Page #
Page Count
Preface
vii
Acknowledgments
ix
The Emergence of Simulation Tools in the Call Center
1
6
Sweeping changes in Today's Business World
1
5
Outline of This Book
6
1
The Value of Simulation
7
16
Exploring the World of Simulation
7
1
Discrete Event Simulation
8
1
Randomness and Variability---Key Performance Influencers
9
4
Simulation
13
4
Benefits of Simulation
17
2
Simulations Transition through the Technology Life Cycle
19
4
Where Simulation Fits in Call-Center Analysis
23
8
The Case for Using Simulation in Call-Center Analysis---An Emerging Market
23
2
How the Industry Is Gearing up to Meet the Specific Demands of Call-Center Analysis
25
2
Why Other Tools Don't Measure Up
27
2
What Can We Expect from Future Simulation Products and the Industry Itself?
29
2
Tactical and Strategic Uses of Simulation Tools
31
20
Introduction
31
1
Common Applications for Call-Center Simulation
32
2
Simulation Framework
34
3
Call-Center Simulation Examples
37
13
Summary
50
1
How Simulation Embraces Future Call-Center Trends
51
12
Background
51
3
Call-Center Redesign Options
54
2
Techonology Infrastructure
56
2
Emerging Trends
58
5
Using Simulation as a Financial Analysis Tool
63
18
Introduction
63
1
Background
64
2
Performance Measures
66
1
Evaluating the Call Center Using Simulation
67
14
Dollars and Cents---Making the Case for Simulation at the Call Center
81
18
Introduction
81
1
Do Simulation Tools Address the Problems and needs Facing Today's Call Center?
82
2
How Will Simulation Tools Be Used?
84
1
Vendors and the Simulation Tool Marketplace
85
10
Developing the Business Case
95
2
Conclusions and Recommendations
97
2
Case Studies
99
30
1---SBC Communications
101
4
2---Navy Federal Credit Union
105
4
3---Communications Data Services, Inc.
109
2
4---IITRI
111
6
5---Oracle Corporation
117
4
6---Bank of America
121
4
7---United Parcel Service
125
4
Index
129
4
About the Authors
133