Cover image for Call center performance enhancement using simulation and modeling
Call center performance enhancement using simulation and modeling
Anton, Jon.
Personal Author:
Publication Information:
West Lafayette, Ind. : Ichor Business Books, [1999]

Physical Description:
ix, 134 pages : illustrations ; 28 cm.
Subject Term:
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HE8788 .A57 1999 Adult Non-Fiction Non-Fiction Area-Oversize

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A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service). - Book News, Inc.

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.

Table of Contents

Prefacep. vii
Acknowledgmentsp. ix
Chapter 1 The Emergence of Simulation Tools in the Call Centerp. 1
Sweeping Changes in Today's Business Worldp. 1
Outline of This Bookp. 6
Chapter 2 The Value of Simulationp. 7
Exploring the World of Simulationp. 7
Discrete Event Simulationp. 8
Randomness and Variability--Key Performance Influencersp. 9
Simulationp. 13
Benefits of Simulationp. 17
Simulations Transition through the Technology Life Cyclep. 19
Chapter 3 Where Simulation Fits in Call-Center Analysisp. 23
The Case for Using Simulation in Call-Center Analysis--An Emerging Marketp. 23
How the Industry Is Gearing up to Meet the Specific Demands of Call-Center Analysisp. 25
Why Other Tools Don't Measure Upp. 27
What Can We Expect from Future Simulation Products and the Industry Itself?p. 29
Chapter 4 Tactical and Strategic Uses of Simulation Toolsp. 31
Introductionp. 31
Common Applications for Call-Center Simulationp. 32
Simulation Frameworkp. 34
Call-Center Simulation Examplesp. 37
Summaryp. 50
Chapter 5 How Simulation Embraces Future Call-Center Trendsp. 51
Backgroundp. 51
Call-Center Redesign Optionsp. 54
Technology Infrastructurep. 56
Emerging Trendsp. 58
Chapter 6 Using Simulation as a Financial Analysis Toolp. 63
Introductionp. 63
Backgroundp. 64
Performance Measuresp. 66
Evaluating the Call Center Using Simulationp. 67
Chapter 7 Dollars and Cents--Making the Case for Simulation at the Call Centerp. 81
Introductionp. 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 Marketplacep. 85
Developing the Business Casep. 95
Conclusions and Recommendationsp. 97
Case Studiesp. 99
1 SBC Communicationsp. 101
2 Navy Federal Credit Unionp. 105
3 Communications Data Services, Inc.p. 109
4 IITRIp. 111
5 Oracle Corporationp. 117
6 Bank of Americap. 121
7 United Parcel Servicep. 125
Indexp. 129
About the Authorsp. 133