DocumentCode
1665031
Title
Performance analysis and optimization in customer contact centers
Author
Koole, Ger
Author_Institution
Dept. of Math., Vrije Univ., Amsterdam, Netherlands
fYear
2004
Firstpage
2
Lastpage
5
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Quantitative Evaluation of Systems, 2004. QEST 2004. Proceedings. First International Conference on the
Print_ISBN
0-7695-2185-1
Type
conf
DOI
10.1109/QEST.2004.1348010
Filename
1348010
Link To Document