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近年来,呼叫中心行业发展迅速,随着其规模日益扩大,对服务水平、运营管理的要求也在不断提高,如何在现有人力条件下达到服务水平目标、合理安排人力、优化现场管理成为排班师面临的巨大挑战。呼叫中心劳动力管理(WFM),也就是常说的“数据预测——制定班表——现场管理”呼叫中心管理金三角。
In recent years, the call center industry has developed rapidly. With its growing scale, the requirements for service level and operation management are also constantly increasing. How to meet service level objectives under the existing manpower conditions, reasonably arrange manpower, and optimize on-site management to become a The great challenge facing the class teacher. Call Center Workforce Management (WFM), also commonly known as “Data Forecasting - Form Classes - Field Management” Call Center Management Golden Triangle.