Title :
Performance analysis and optimization in customer contact centers
Author_Institution :
Dept. of Math., Vrije Univ., Amsterdam, Netherlands
Abstract :
We discuss performance models for telephone call center, or more generally, customer contact centers. These performance models are used for workforce planning. We discuss current practice, and discuss its weak points. Finally we discuss ways to plan better and put this also in the context of contact centers with multiple skills and communication channels.
Keywords :
call centres; customer relationship management; multiskilling; optimisation; performance evaluation; scheduling; communication channel; customer contact center; multiple skills; optimization; performance analysis; telephone call center; workforce planning; Communication channels; Context; Costs; Customer service; Mathematical model; Mathematics; Operations research; Performance analysis; Personnel; Telephony;
Conference_Titel :
Quantitative Evaluation of Systems, 2004. QEST 2004. Proceedings. First International Conference on the
Print_ISBN :
0-7695-2185-1
DOI :
10.1109/QEST.2004.1348010
