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Operational Design for Inbound Call ...

Institute of Management Science.

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Operational Design for Inbound Call Centers

Record Type:	Projected and video material : Monograph/item
Title/Author:	Operational Design for Inbound Call Centers/ Produced by Institute of Operations Research and the Management Sciences
Published:	Linthicum, MD :Institute of Operations Research and the Management Sciences :
Description:	1 computer laser optical disc :sd., col. ;4 3/4 in.
Notes:	At the head of title on container: Informs/CPMS
Series:	Edelman award for management science achievement;
Subject:	Management Science -

Operational Design for Inbound Call Centers
Operational Design for Inbound Call Centers[videorecording] /Produced by Institute of Operations Research and the Management Sciences - Linthicum, MD :Institute of Operations Research and the Management Sciences - 1 computer laser optical disc :sd., col. ;4 3/4 in. - Edelman award for management science achievement;[v.74].

At the head of title on container: Informs/CPMS

Presentors, Thomas Spencer III, Anthony J. Brigandi, Dennis R. Dargon, Michael J. Sheehan.

million in 1993 and a projected Since 1978, the Call Processing Simulator (CAPS) has become the pivotal tool for AT&T's 800 market, resulting in increased call completion and revenue, customer retention and winback, and greater market penetration. Last year, over 400 CAPS studies increased 800 revenues in excess of

VCD format.

US120.00Subjects--Topical Terms:

730897
Management Science

Operational Design for Inbound Call Centers
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245 0 0 $a Operational Design for Inbound Call Centers $h [videorecording] / $c Produced by Institute of Operations Research and the Management Sciences
260 $a Linthicum, MD : $b Institute of Operations Research and the Management Sciences
300 $a 1 computer laser optical disc : $b sd., col. ; $c 4 3/4 in.
440 $a Edelman award for management science achievement; $v [v.74]
500 $a At the head of title on container: Informs/CPMS
500 $a Title on cassette and cassette case : 93.01 AT&T
511 0 $a Presentors, Thomas Spencer III, Anthony J. Brigandi, Dennis R. Dargon, Michael J. Sheehan.
520 $a Since 1978, the Call Processing Simulator (CAPS) has become the pivotal tool for AT&T's 800 market, resulting in increased call completion and revenue, customer retention and winback, and greater market penetration. Last year, over 400 CAPS studies increased 800 revenues in excess of $1 billion in a $5 billion market. One reorganization yielded an 8% increase in calls completed at annual savings of over $2 4 million in customer operating costs; an increase of $2 million in AT&T revenue in 1992, $3 million in 1993 and a projected $7 million per year for each following year.
538 0 $a VCD format.
650 $a Management Science $3 730897
710 $a Institute of Management Science. $3 730896
740 0 1 $a AT&T