Blended call center performance analysis
Blended call center performance analysis
复制标题
混合呼叫中心绩效分析
DOI：
10.1109/mitp.2002.1000458
复制
发表时间：
2002
期刊：
影响因子：
2.6
通讯作者：
D. Masi
中科院分区：
文献类型：
--
作者：
H. Bernett;M. J. Fischer;D. Masi
随着PSTN和IP混合呼叫中心技术的进一步发展，在不久的将来，对这些呼叫中心的性能分析可能会有需求。作者没有在文献中找到对这种类型的系统的分析。基于他们的分析方法开发的用户友好且便携的工具对于已经实现或正在考虑实现混合呼叫中心的组织应该是有用的。我们已经展示了BCAT的广泛用途。在未来，我们计划增强BCAT以允许基于技能的路由，例如，可以处理仅PSTN呼叫、仅IP呼叫或两种呼叫类型的代理。这是一个要建模的复杂得多的排队问题，但在劳动力管理计划方面将为呼叫中心主管提供更大的灵活性。
The performance analysis of blended PSTN and IP call centers is likely to be in demand in the near future as the technology for these centers develops further. The authors did not find an analysis for a system of this type in the literature. The development of a user-friendly and portable tool based on their analysis methodology should be useful to organizations that have implemented, or are considering implementing, a blended call center. We have shown BCAT's wide range of uses. In the future, we plan to enhance BCAT to allow for skills-based routing to, for example, agents who can handle PSTN calls only, IP calls only, or both call types. This is a much more complicated queueing problem to model, but will provide increased flexibility to call center supervisors in terms of workforce management planning.