서비스 산업의 콜 센터 라우팅 룰의 수익성 평가 방법 및 가치 기반 라우팅의 적용 예제 Evaluation of Call Routing Rules in Call Centers Using Simulation and its Application of Value Based Routing

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This paper presents a methodology of evaluating call routing rules in call centers using simulation. The proposed methodology enables the call centers to reduce trial and error costs from applying different routing rules. Additionally, a Value Based Routing (VBR) has been evaluated with the proposed methodology in terms of profit, and finally compared it with a Homogeneous Routing (HR).
Publisher
대한산업공학회
Issue Date
2009-03
Language
Korean
Citation

산업공학(IE INTERFACES), v.22, no.1, pp.56 - 62

ISSN
1225-0996
URI
http://hdl.handle.net/10203/98265
Appears in Collection
IE-Journal Papers(저널논문)
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