서비스 산업의 콜 센터 라우팅 룰의 수익성 평가 방법 및 가치 기반 라우팅의 적용 예제Evaluation of Call Routing Rules in Call Centers Using Simulation and its Application of Value Based Routing
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | 공주회 | ko |
| dc.contributor.author | 최병규 | ko |
| dc.date.accessioned | 2013-03-11T04:37:24Z | - |
| dc.date.available | 2013-03-11T04:37:24Z | - |
| dc.date.created | 2012-02-06 | - |
| dc.date.created | 2012-02-06 | - |
| dc.date.issued | 2009-03 | - |
| dc.identifier.citation | 산업공학(IE INTERFACES), v.22, no.1, pp.56 - 62 | - |
| dc.identifier.issn | 1225-0996 | - |
| dc.identifier.uri | http://hdl.handle.net/10203/98265 | - |
| dc.description.abstract | 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). | - |
| dc.language | Korean | - |
| dc.publisher | 대한산업공학회 | - |
| dc.title | 서비스 산업의 콜 센터 라우팅 룰의 수익성 평가 방법 및 가치 기반 라우팅의 적용 예제 | - |
| dc.title.alternative | Evaluation of Call Routing Rules in Call Centers Using Simulation and its Application of Value Based Routing | - |
| dc.type | Article | - |
| dc.type.rims | ART | - |
| dc.citation.volume | 22 | - |
| dc.citation.issue | 1 | - |
| dc.citation.beginningpage | 56 | - |
| dc.citation.endingpage | 62 | - |
| dc.citation.publicationname | 산업공학(IE INTERFACES) | - |
| dc.identifier.kciid | ART001321552 | - |
| dc.contributor.localauthor | 최병규 | - |
| dc.contributor.nonIdAuthor | 공주회 | - |
| dc.subject.keywordAuthor | routing rules | - |
| dc.subject.keywordAuthor | simulation | - |
| dc.subject.keywordAuthor | profit | - |
| dc.subject.keywordAuthor | value based routing | - |
| dc.subject.keywordAuthor | call centers | - |
| dc.subject.keywordAuthor | routing rules | - |
| dc.subject.keywordAuthor | simulation | - |
| dc.subject.keywordAuthor | profit | - |
| dc.subject.keywordAuthor | value based routing | - |
| dc.subject.keywordAuthor | call centers | - |
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