Call center performance enhancement using simulation and modeling

Title:

Personal Author:

Anton, Jon

Series:

Customer access management

Publication Information:

West Lafayette, Ind. : Ichor Business Books, 1999

ISBN:

9781557531827

Subject Term:

Call centers

Added Author:

Bapat, Vivek, 1967-

Hall, Bill, 1944-

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000010053842	HE8788 A57 1999	Open Access Book	Book	Searching... Unknown

The management and design of the modern call center isbecoming increasingly complicated due to such technological changes as thegrowth of the Internet, rising customer expectations, and re-engineeringinitiatives, including call routing and staffing strategies. How call center analysts, managers, and consultants react tothese changes determines whether the call center can fill its potential as abusiness's most visible strategic weapon. This book provides managers with anunderstanding of the role, value, and practical deployment of simulation - an excitingtechnology in the planning, management, and analysis of call centers.Simulation allows them to make better decisions and virtually eliminate therisk associated with improper implementation. Useful guidelines enable callcenter analysts, managers, and consultants to make informed decisions in theuse of simulation as a vehicle to responsibly manage change. By examiningcurrent and future trends in the call center and the simulation softwareindustry, and by exploring the synergy that exists between them, the authorspresent the different elements of successful simulation strategies.

Author Notes

Jon Anton is associated with the Purdue University Center for Customer-Driven Quality. He specializes in enhancing customer service strategy through inbound call centers and teleweb centers using the latest in telecommunications and computer technology.
Vivek Bapat is the product manager for Call$im, which received the 1998 Product of the Year Award from Call Center Solutions Magazine and Call Center News Service. He has more than eight years of experience in the simulation field, including the development of special-purpose simulation solutions, consulting, customer support, and sales and marketing.
Bill Hall is a management consultant with Call Center Services. His speciality is using computer simulation to analyze call center performance and to develop strategies to support management decisions that drive call center operations. He has worked for 20 years in senior information technology management positions in a number of industries, including manufacturing, insurance, and health care.

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

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Table of Contents