Call Center Performance Enhancement Using Simulation and Modeling (Customer Access Management)

Rating:
Summary: Erlang's World is not Enough
Review: This book addresses in a clear way how simulation can be used to callcenters. You need to know more than average math to master examples, but case studies in appendix are good, since are written by users (with real names and companies). I felt lack of CD with an evaluation version of ARENA software and also examples used in the book. If you still think Erlang is enough, don't ready this book.