This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators. A new standardwork for the contact center professional has been published. This book explains all of the 'need to know' contact center optimization theories in an easy to understand, well structured manner. 07-03-2013 Wout Bakker lulu.com This is a well-written book which covers about all mathematical aspects of a contact center in a comprehensible way. It is a must read for every serious contact center professional and the book has quickly become a source of inspiration for the developers working on our contact center platform. 26-02-2013 Richard Odekerken lulu.com