适当的客户关怀:可持续服务水平协议的方法

2011 International Joint Conference on Service Sciences Pub Date : 2011-05-25 DOI:10.1109/IJCSS.2011.16

T. Barroero, G. Motta, M. D. Della Vedova

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引用次数: 4

摘要

呼叫中心运营模式通过平衡服务质量和效率来扩大员工规模。经典模型只考虑敬业员工的情况。我们提出了一个合适大小的共享人员模型，从而通过使用Gamma不完全函数扩展了经典Erlang C。该模型具有更广泛的覆盖范围，并支持新兴市场所需的灵活配置，此外，它还支持针对认证服务级别的透明定价。

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Right Sizing Customer Care: An Approach for Sustainable Service Level Agreements

Call centers operational models size staff by balancing service quality and efficiency. Classic models consider only the case of dedicated staff. We propose a model for right sizing shared staff, thus extending the classical Erlang C by using the Gamma incomplete function. This model has a wider coverage and support flexible configurations as required by emerging markets and, furthermore, it enables transparent pricing against a certified service level.

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来源期刊

2011 International Joint Conference on Service Sciences

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