Markov Models for Multi-Skill Call Centers
نویسندگان
چکیده
منابع مشابه
Exponential Approximation of Multi-Skill Call Centers Architecture
We model a multi-skill call center as a network of queues : Calls are considered as customers requesting service, agents as servers. A customer that finds all servers busy at a queue may be routed to another queue (if any) or is lost (otherwise). In order to evaluate the losses of such a network, we approximate each queue as an M/M/r loss system. Based on simulations, we illustrate the efficien...
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Call centers usually handle several types of calls, but it usually is not possible or cost-effective to have every agent be able to handle every type of call. Thus, the agents tend to have different skills, in different combinations. In such an environment, it is challenging to route calls effectively and determine the staff requirements. This paper addresses both these routing and staffing pro...
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We focus on architectures with limited flexibility for multi-skill call centers. The context is that of call centers with asymmetric parameters: unbalanced workload, different service requirements, a predominant customer type, unbalanced abandonments and high costs of cross-training. The most well-known architectures with limited flexibility such as chaining fail against such asymmetry. We prop...
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To my parents and grandparents... iii ACKNOWLEDGEMENTS I am indebted to many people for their help and support during my graduate studies. This thesis would not have been possible without them. First and foremost, I would like to thank my advisors Jim Dai and Amy Ward. I would like to thank Dr. Ward for serving as my principal advisor for the first half of my Ph.D. studies. Dr. Ward provided me...
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Purpose – The purpose of this paper is to develop a novel model of a call center that must treat calls with distinctly different service depending on whether they orginate from VIP or regular customers. VIP calls must be responded to immediately but regular calls can be routed to a retrial queue if the operators are busy. Design/methodology/approach – This study’s proposed model can easily reve...
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ژورنال
عنوان ژورنال: International Journal of Networks and Communications
سال: 2012
ISSN: 2168-4936
DOI: 10.5923/j.ijnc.20120204.03