MORe: Peter Taylor - Expertise in the Planning and Management of Call Centres
During his tenure as director of the Teletraffic Research Centre, Peter restructured the group to aggressively pursue consulting work in the Management and Planning and Call Centres. His expertise in the fields of stochastic modelling and operations research empowered the centre to advice on the staffing levels and redirection policies used within the centres.
Peter is a world renowned expert in the management of networks of queues such as are common in call centres.
Expertise
- System Modelling and Optimisation
- Erlang C Calculation
- Workload Management
- Workload Planning
- Traffic Modelling
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