DocumentCode
718782
Title
Development Call-center math model with qualification levels of operators
Author
Sherstneva, A.
Author_Institution
SibSUTIs, Novosibirsk, Russia
fYear
2015
fDate
21-23 May 2015
Firstpage
1
Lastpage
5
Abstract
A mathematical model of the call center was developed. The model takes into account the qualification levels of operators. It was derived new formulas for complex indicators of Call-center performance. The calculation algorithm was presented, the graphs were shown.
Keywords
call centres; customer services; graph theory; calculation algorithm; call center; customer service; graph; mathematical model; operator qualification level; performance indicator; Data models; Mathematical model; Performance evaluation; Productivity; Qualifications; Routing; Software algorithms; algorithm; call; model; operator;
fLanguage
English
Publisher
ieee
Conference_Titel
Control and Communications (SIBCON), 2015 International Siberian Conference on
Conference_Location
Omsk
Print_ISBN
978-1-4799-7102-2
Type
conf
DOI
10.1109/SIBCON.2015.7147286
Filename
7147286
Link To Document