摘要
呼叫中心在现代服务型社会中扮演中重要的作用,是企业连接客户的重要窗口。尽管目前已有大量的文献对呼叫中心进行了研究,但面对复杂的多技能呼叫中心,尤其是考虑基于技能的路由问题时,随着坐席数和技能数的增加,复杂度呈指数型增加。本文介绍了目前常用的四种针对多技能呼叫中心路由策略,并运用仿真方法分析比较了不同规模大小与不同负载下各路由策略的整体性能,并提出相应建议。
Call center plays an important role in modern service society,which is the important window for enterprise to connect customers.Considering the increasing scale and loading of multi-skill call centers,the routing strategy problem becomes more complex.In this paper,four routing strategies of multi-skill call center is reviewed.Skill-priority and loading-balancing strategy are selected and analyzed in the different scale and loading conditions with simulation method.Finally the corresponding suggestions are put forward to guide the strategy design in multi-skill call centers.
出处
《中国管理科学》
CSSCI
北大核心
2015年第S1期165-170,共6页
Chinese Journal of Management Science
基金
国家自然科学基金资助项目(71271122
71201087)
关键词
多技能呼叫中心
路由策略
排队系统
仿真
multi-skill call center
routing strategy
queuing system
simulation
