Modeling and Performance Estimation of Multi-skill Call Center
52. RTU Studentu zinatniskās un tehniskās konferences materiāli
2011
Jūlija Asmuss,
Gunārs Lauks
We describe and compare three models for multi-skill call centers on the basis of universal and specialized channels. JMT simulations are applied to obtain the optimal combination of universal and specialized channels for solving performance and efficiency optimization problems for the considered call center
Keywords
Call center, queuing theory, simulation
Asmuss, J., Lauks, G. Modeling and Performance Estimation of Multi-skill Call Center. In: 52. RTU Studentu zinatniskās un tehniskās konferences materiāli, Latvia, Rīga, 28-28 April, 2011. Rīga: RTU Izdevniecība, 2011, pp.215-215. ISBN 978-9934-10-079-6.
Publication language
Latvian (lv)