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 ...

Business Analytics (BA) is about turning data into decisions. This book covers the full range of BA topics, including statistics, machine learning and optimization, in a way that makes them accessible to a broader audience. Decision makers will gain enough insight into the subject to have meaningful discussions with machine learning specialists, and those starting out as data scientists will benefit from an overview of the field and take their first steps as business analytics specialist. Th...