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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-oriented society and is an important window for enterprises to connect with customers. Although there is a great deal of literature on call centers, complex multi-skill call centers, especially considering skill-based routing problems, exponentially increase in complexity with the increase of seats and skills . This paper introduces four common routing strategies for multi-skill call centers, and analyzes and compares the overall performance of routing strategies under different load sizes and loads with simulation methods and puts forward corresponding suggestions.