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

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.Jon Anton is the author of 'Call Center Performance Enhancment Using Simulation and Modeling (Customer Access Management)', published 2000 under ISBN 9781557531827 and ISBN 155753182X.